CRM Implementation Considerations
There are 2 primary implementation philosophies:
- Organization wide
- Task Specific
The organization wide approach embraces CRM at every level of the organization.
Sophisticated technology is integrated into legacy systems to capture customer
information from every source. Employees must be thoroughly trained to understand
the complexities of these software tools and how to use them.
Organization wide tools integrate a variety of CRM components:
- Contact Center
- Sales force Automation
- Field Service Automations
- Marketing Automation
- Electronic Commerce
- Self-Service Customer Support
- · Reporting
Such systems can cost into the millions of dollars and require months if not
years to fully integrate into legacy business systems.
The task specific approach addresses synergistic components of CRM and is more
sales and marketing focused.
- Contact Management
- Sales force Automation
- Marketing Automation
- Reporting
By their very design, task specific CRM solutions are less complex and easier
to integrate. Although these CRM tools are offered in both client/enterprise
and ASP models, the ASP model offers lower ownership costs and may be applied
to independent sales agency / dealer sales models.
Solutions