Forrester

Why Read This Report

Now may not be the right time to ask for the resources to do a major IT project, including CRM. But CRM professionals can be smart and mine the applications they already own for untapped benefits without incurring high costs. Hidden value typically lies locked within unused functionality and low user adoption rates. Reinforce your credibility and the business value that CRM can deliver with these eight ways to revitalize CRM systems: 1) Pinpoint unused functionality; 2) spotlight quick-hit opportunities; 3) consider an application upgrade; 4) conduct proof-of-concept tests to confirm value; 5) identify gaps between business process and application; 6) ramp up user training; 7) solicit user feedback for improvements; 8) add monitoring software.