Avoiding CRM Program Failures To Truly Design Around the Customer
(12/8/2003) CRM Project Volume 4
By Elizabeth Roche, META Group
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No CRM program fails without early warning indicators; recognizing them as well as reusing existing technology inventory components for CRM implementations can save a significant amount of money and time.
According to META Group research, in 2003, continued economic pressures will force organizations to refocus CRM programs on "tactical" strategy. Through 2004 and 2005, enterprise CRM will re-emerge as a nondiscretionary initiative focused on business transformation and revenue attainment. By 2006 and 2007, leading enterprises will approach best-practice CRM by redesigning CRM business processes and the CRM technology ecosystem to achieve value-based customer lifecycle patterns.
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