The past year seemed like one of marking time in CRM. The trends are all well spelled out: Social CRM will become a critical tool, service has grown in importance as customer acquisition has become more difficult, and the value of mobile CRM is becoming painfully apparent. So why aren’t we acting on the trends? I’ve heard the excuses — most famously, “we need to understand the ROI on this before we launch any projects.” That’s not a great excuse, because ROI calculators are out there and ready for use. Great or not, too often the excuses win out.
I liked your article a lot. I totally agree that not adopting CRM is tantamount to giving your competition a head start.
The many statements were right one. Especially liked the Best practices are made, not born along with: you need to realize what reality is around customer relationships.
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What Holds Back CRM Success: Executive Fear
Posted by: Christopher J. Bucholtz January 6, 2011 05:00 AMThe past year seemed like one of marking time in CRM. The trends are all well spelled out: Social CRM will become a critical tool, service has grown in importance as customer acquisition has become more difficult, and the value of mobile CRM is becoming painfully apparent. So why aren’t we acting on the trends? I’ve heard the excuses — most famously, “we need to understand the ROI on this before we launch any projects.” That’s not a great excuse, because ROI calculators are out there and ready for use. Great or not, too often the excuses win out.