CRM is the successful blend of business strategy and technology which enables a company to achieve measurable business results by aligning People, Process, and Technology. CRM success is driven more by strong strategy supported by appropriate tools than slick technology and flawed business rules. The power and promise of CRM comes when companies deliberately create powerful strategies and select the right CRM technology to help employees execute business processes.

People

• People execute the strategy through CRM processes and the technology enables them to make better decisions more quickly
• People are the most important and expensive asset in most companies
• Focus should be placed on eliminating obstacles that prevent sales and customer service from meeting client needs
• Increasing employee effectiveness through better process and technology has significant revenue benefits

Process

• CRM provides the framework to “align” the businesses people with the “Best Practice” across the organization
• Process includes the creation and definition of the ideal business processes that will drive revenue growth
• Process improvement typically has the single most significant impact on an organizations ability to grow
• Better processes translate into better Return on Investment

Technology

• Technology provides a centralized platform for all critical business information
• Technology provides the framework to “reinforce” the ideal business processes mentioned above
• Provides automated calculation of key metrics and data that enable faster decisions that support the business processes
• Supports the ability to create a 360o view of the Prospect and Customer
• Includes user interfaces and visual dashboards to guide the business