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Customer Trax July 2017
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July 2017
www.CustomerTrax.com
Lessons Learned From Talking With Customers 6 CRM INSIGHTS
W hen it comes to CRM adoption, the di erence between highly successful and simply average organizations is small. Like an Olympic 100-yard sprint, the gap between the companies that end up on the medal stand and those that end up forgotten can come down to a few tiny mistakes. Some mistakes crop up quite often, and we’d like to tackle a few of those errors here. At CustomerTRAX, we learn a lot by speaking with business owners. After a recent peer group discussion, we came away with a set of six insights from companies that are soaring with Handle CRM software. Insight 1: If you can’t explain it, neither can anyone else. The most successful organizations can articulate their reasoning for CRM adoption quickly and clearly. Those companies see CRM as an approach to business, rather than just an application. You’ll never create consensus among your team if your purpose isn’t crystal clear, compelling, and consistent. Insight 2: It’s not an insurance plan. A lot of companies see CRM as a way to protect
increasing the e ciency and value of each piece of contact, not raising the raw number of calls. Insight 5: It’s about what you do with information. Information is only powerful when you use it to drive results. Every piece of >Page 1 Page 2 Page 3 Page 4
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