In 2009, Gartner Group came out with a report that had the CRM success rate at 70 percent, the nearly polar opposite of their “famous” survey of 2001 that had the CRM failure rate at 55 to 70 percent. The reason for this reversal to success is simple. The industry is mature. CRM vendors, service providers, and consultants learned from their mistakes. Practitioners have a huge body of knowledge to draw on given the tens of thousands of CRM implementations and programs that have been done in the last several years.
We are going to go to the well of practice we can draw on and come to some specific conclusions now that the CRM application vendor and services companies are in place, as, I have to assume, is your team. It’s time to implement the sucker. Rather than just give you a generic look at the possible practices that may be effective, I present to you a case study for your viewing pleasure. This is the story of BigMachines, who did this nearly perfectly and have the results to prove it.
Customer Relationship Management Related Tutorials
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Customer Relationship Management Related Interview Questions
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Customer Relationship Management Related Practice Tests
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Customer Relationship Management Tutorial
Omg! Your Customer Really Is Your Bff!
Crm,cmr,vrm Or . . . Who Cares?
The Customer Owns The Experience
Enterprise 2.0:not Exactly What You Think
A Company Like Me:new Business
Do You Have The Ring? Tools For Customer Engagement
Love Your Customers Publicly: Blogs And Podcasts
Wikis Are A Weird Name For Collaboration, N’est Çe Pas?
Social Networks, User Communities: Who Loves Ya, Baby?
Movin’ And Groovin’: The Use Of Mobile Devices
The Collaborative Value Chain
Sales And Marketing: The Customer Is The Right Subject
Customer Service Is Our Name—and Our Game
The Difference:crm,the Public Sector,and Politics
Soa For Poets
At Home Or In The Clouds-and In Open Spaces Between
Big Picture,big Strategies
Mapping The Customer Experience
Process And Data Go Together Like…crm Operations
Value Given,value Received
When You Buy The Application,you Buy The Vendor,though You Don't Implement Him
Waving To The Future
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