Description
More than 70% of CRM projects end in failure.
Oftentimes, a lack of clarity, vision, or knowledge for how to build a CRM becomes debilitating. Combined with issues with siloed departments, disparate systems or budget problems, most CRM implementations are jeopardized from the start. But what alternatives do businesses have? Without a CRM, they risk losing customer retention and market share.
When implemented properly, a CRM represents the voice of your customer (VoC) and the voice of your employee (VoE) servicing your customer. It becomes a unified console by which every business unit (sales, support, marketing, operations and more) can place the customer at the center of the company’s universe, orbiting around to apply centripetal, non-opposing forces to sell and support your customer.
Many voyage across conferences or webinars to find the knowledge to unlock this level of customer-centricity in a CRM system. This book distills almost a decade of experience in successfully implementing CRMs for companies of all sizes and industries. We will discuss the value of a CRM for every business unit, outline steps to map VoC and VoE, settle the age old debate of whether to build or buy a CRM, explore four hypothetical evolutions of your CRM, identify who to hire to build your system, and learn best practices for CRM development, adoption and AI integration. Let’s embark on the journey to build a stellar CRM together.
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