Trends Report

Define Your CRM Plan With Purpose

May 13th, 2022
With contributors:
Linda Ivy-Rosser , Kara Wilson

Summary

Over a third of companies struggle with formulating the right CRM strategy. To avoid wasting time and effort on ill-conceived CRM initiatives, organizations should keep a laser focus on creating business value. Sound planning for CRM requires technology architecture and delivery (TAD) professionals to do three things: 1) put delivering a differentiated customer and CRM user experience at the heart of the plan; 2) use quicker planning cycles and agile processes; and 3) make increased collaboration between the business and the technology organization mandatory.

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