Surface ERP business processes and data intelligently through composite CRM applications.ħ Modern Myths About CRM More features = more chances for success! The reality: Industry Example : Siebel In theory, maybe. The recommendation: Industry Example : SAP Make user adoption & productivity your #1 requirement. Active user adoption is critical to CRM success and ROI. End users have lots of ways to passively or actively resist CRM systems that they don t like. AMR Research, September 2007ĥ What s Caused These Failures? Traditional customer management software is too expensive and takes too long to deploy It is difficult to get business & IT aligned with a solution that meets the needs of both groups After all this time, effort, and expense users often fail to adopt the system.Ħ Modern Myths About CRM If we build it, they (the users) will come! The reality: No, they won t. AMR Research, September 2007 User adoption remains a challenge, with 33% to 47% of customer management applications facing serious adoption issues. But implementation failure rates have not improved, nor have ROI metrics. 4 But Traditional CRM Systems Have Failed Spending has reached an all-time high, with expectations nearly as lofty.
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