Do you think it's necessary to appoint an internal "change management officer" or something along those lines when doing a CRM upgrade?
Forrester Research recently completed a study of the best ways to get value out of CRM initiatives. 38 of the 58 business leaders we interviewed identified promoting wide user adoption as critical to getting value from CRM. Nearly the same number, 34, mentioned the importance of defining and aligning business processes. 23 mentioned executive sponsorship, and 21 pointed to the need for strong data management practices. Defining the right metrics for CRM was mentioned by 13 of the executives interviewed. This data highlights clearly the importance of appointing someone to
be responsible for the "change mangement" aspects of a CRM upgrade
Dig Deeper on Social media customer experience
Many organizations are concerned about CRM cloud security. How much can you trust the cloud and what are the benefits?
Plan to reward customers for social network activity and consider “lifestyle” rewards instead of just discounts -- a cooking lesson, maybe?
What’s the best way to present your case for a Siebel CRM upgrade? Expert William Band breaks down the process behind an application upgrade for ...