We’ve put a couple of podcasts on the Downloads section of the Concentrix website that will make interesting listening for anyone considering a CRM system. The podcasts were produced by Sage, however the content is useful whether you’re considering Sage CRM, SalesLogix, or a completely non-related CRM system like Microsoft Dynamics CRM or FrontRange GoldMine.
The podcast ‘Maximising the benefits from CRM’ suggests that businesses should select CRM systems using a return on investment (ROI) basis. Among the many real and potential benefits new CRM systems can bring a company, it’s important to get it right. There’s a worrying statistic from Gartner research that suggests that up to 60% of all implementations of CRM systems fail. CRM systems only deliver benefits when they have been implemented properly and match the business needs of the organisation. It’s not all about software either. Areas such as business process analysis, effective change management, internal marketing and an appropriate training strategy are just as important as getting the software running on your system. That’s why working with an experienced business partner is essential to the success of a CRM project.
‘Maximising the benefits from CRM’ discusses how to establish return on investment and derive genuine value from a CRM system. It also states however that companies that use a strategic framework to estimate, plan and promote their CRM initiatives, are twice as likely to achieve success, and discusses the current CRM landscape and how to ensure your CRM system is deployed correctly.
The podcast 'Customers favouring Goliath – How can David fight back?' looks at how larger companies can often have superior customer service due to the CRM systems they have in place. The podcast discusses how CRM systems in small and medium businesses can help level the playing field. It also includes expert advice and a case study.
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