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Does Your CRM Initiative Require a “Mid-Course Correction”?
By William K. Pollock
Customer Relationship Management (CRM), just like any other major business initiative, requires a great deal of thought, time, planning, resources, energy, and money. But it also requires momentum to ensure that it maintains its relevance as the business evolves in an ever-changing marketplace. That is why so many well-intentioned CRM initiatives tend to “fizzle out” over time, either in terms of commitment, use, or simply because they haven’t grown in functionality at the same pace as the business itself has grown. Whatever the reason, many organizations ultimately find themselves in a position where their CRM program just flat out isn’t as effective as it once was.
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Aberdeen Report: Industry Traction
of Strategic Service Management
Adoption of Strategies and Technologies by Industry Sector
Aftermarket service is rapidly climbing to the top of corporate agendas in multiple
industries. Product-centric OEMs have historically viewed post-sales service as
an inevitable cost of doing business, but now, leading companies looking for
profit margin, revenue growth, and competitive advantage are crafting new business models and deploying technology solutions to more strategically leverage their service operations.
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