Five Things You Need To Do Immediately To Succeed With CRM

Although millions of people remain out of work, the economy has clearly thawed and organizations are returning to investing customer-facing business process with a vengeance. Client inquiries and advisory work on CRM topics is going through the roof here at Forrester. Our most recent forecast for global IT purchases of business software anticipates a healthy 9.7% increase in 2010, after brutal decline of 8.0% in 2009. And, Social CRM is all the rage in the blogosphere.

If you are watching the Olympics, you know that the figure skaters spend years practicing to hone their fundamental skills before trying advanced patterns. And, they never stop practicing their elementary figures. My latest report on the key trends driving CRM technology adoption spotlights flawless execution will continue to separate successful CRM initiatives from losers.

We surveyed 58 business and IT professionals to identify the best practices for getting more value from CRM technology projects. These five fundamentals were the keys to success before the economic meltdown — and they remain so today:

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The ROI of High-Quality Decision Management Practices

Here now is the broader conceptual model that I promised in the prior blog post. As I said, I built conceptual hooks in my decision support ROI model to address broader requirements for decision automation and decision management.

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800lb MDM Gorilla Obviously Not Looking For Weight-Loss Plan: IBM acquires Initiate Systems

As I mentioned in my blog post last week when discussing Informatica’s acquisition of Siperian, there was a rumor that IBM was on the verge of acquiring Initiate Systems. Well today, February 3, 2010, that rumor became reality when IBM announced their intent to acquire Initiate. Financial details were not disclosed, but estimates value the deal anywhere between $300-$450 million.

In that blog post, I suggested the following reasons IBM might consider Initiate:

  • Initiate has an extremely strong presence in Healthcare with a growing presence in Public Sector. Both of these verticals are expecting major federal stimulus funding, with IT spending and data management as a high priority. Initiate could help IBM take ownership of these verticals.
  • By acquiring Initiate as a defensive move, IBM will eliminate the risk of another vendor (EMC, HP, Microsoft, SAP) from strengthening or entering the MDM market as a tough competitor.

While I wouldn’t expect IBM to validate my 2nd assumption, they did in their announcement validate my first. In their announcements, they stated “IBM has announced plans to acquire Initiate Systems, a market leader in data integrity solutions for information shared among Healthcare and Government organizations”.

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