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Posted by Kate Leggett on August 1, 2014
I get a lot of inquiries which go something like this: “we implemented a CRM solution from Vendor X, and it doesn’t work. Nobody is using it, and when they are forced to use it, it is slowing them down instead of making their life easier. Are there solutions from Vendor Y or Z that would do a better job for us?”
My answer goes something like this: "CRM solutions are mature. Most vendor solutions are chock full of features and functions – probably more than you would ever need. Your CRM is not supporting your needs, perhaps, because:
Our research at Forrester backs up my generic answer to this question. In a survey, in partnership with CustomerThink of 650 business professionals and IT leaders who had been involved in a CRM technology project last year we found that:
What does this all mean? Choosing your CRM solution is an important step. But it is not enough to ensure success with your CRM project. You must pay attention to your CRM strategy, processes, and people factors to ensure success. You must take the time to understand how you will use your CRM to generate business value, and spend the time to ensure a perfect fit into your organization. You just can't shoehorn a vendor solution without configuration, customization or integration into your operations, and think that it is going to work.
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