Technology Infrastructure For CRM Best Practices Adoption

January 10th, 2008

William Band

With contributors:

Summary

We surveyed 74 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to 15 customer relationship management (CRM) technology infrastructure best practices. We found that adopting best practices is a major challenge for many organizations. About one-third say their customer-facing applications lack an intuitive look and feel and easy navigation. Nearly 40% give a similar poor evaluation to their customer-facing applications not being highly configurable. And more than 40% evaluate their applications as poor/below average in terms of strong workflow capability. Robust customer-facing processes are impossible to design and implement without a sound technology infrastructure. How well does your organization stack up? Compare your organization to CRM infrastructure best practices, pinpoint the best opportunities for quick wins, and build an action plan to close the gaps.

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