Customer Relationship Management (CRM) is the art of retaining customers. There are many CRM tools on the market that can support your CRM strategy, but at the core, CRM is a process not a software program.
Failed CRM Implementations
In 2017, CIO magazine reported that around 1/3 of all Customer Relationship Management (CRM) project fail -that was actually an average of a dozen analyst reports – the numbers ranged from 18% to 69%.
Why do CRM and marketing automation implementations fail? Quite simply CRMs’ need to serve a number of business units within an organisations – companies try to address more objectives than are reasonable for any software system.
Our unique approach enables companies to define clear objective aligned to business challenges and strategic initiatives. We then align these core initiatives to key Kpis and customer persona’s to understand what data is needed to be stored and captured in order to successfully meet customer engagement metrics and provide an engaging experience for customers.
Crucially we take your team on the journey and provide them with the skills, processes and tools to enable continued, refinement and enhancement of the capability.