This post could possibly be called a "no-brainer" post. By that, I mean that these CRM metrics seem so obvious to me that they should not even have to be articulated. However, we've all seen CRM systems fail, so perhaps it can't hurt to have another discussion on ways to make your CRM system a success. From yesterday's "DM News":
A CRM value system: Five metrics of success
The article fleshes out "five key values that define the critical path to success in any implementation." Here's a brief overview:
- Strategic alignment: "A company must implement a CRM solution that is strategic and aligned with its goals."
- User Involvement: "Solutions should be implemented so that they are accepted and embraced by all system users."
- Improved Process Effectiveness: "CRM must automate business processes and formalize best practices that will improve the overall effectiveness of the company’s sales, marketing and customer support efforts in a way that aligns with the business’ goals."
- Information Sharing: "Walls that exist between departments must be broken down. An effective flow of information between departments will improve relationships and a company’s ability to execute its strategies and achieve corporate goals."
- Visibility: "Finally, provide visibility into key performance metrics through reports and dashboards."
I continue to believe in the premise of using technology to help us understand and develop deeper customer relationships. And, I look forward to seeing more and more success stories.
TGIF! Have a great weekend.