CRM – 10 Critical Factors


Starting Out

True Customer Relationship Management in its original meaning is not about software or systems, its about the way a company interacts with its customers through its people and its culture. No computer system will change the way people interact with customers, it can at best simply help them do what they want to do more efficiently. But assuming that your sales, service, delivery and support people are competent and treat customers like customers, a properly chosen and implemented CRM system will bring sales and service efficiencies to your organisation.

Whatever your goal, there are fundamental factors that will be critical to the success of your CRM system. Broadly speaking these can be divided into getting the design right, choosing the right system, getting the adoption right and avoiding the pitfalls.

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