Long-Term CRM Success: An Overview: Best Practice Summary

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This document provides a high-level overview of the long-term approach to measuring CRM success. Much has been reported about the “failure” rate of CRM solutions. The current figure being used is that 70 percent of companies that implemented CRM solutions have not seen successful results. Some companies have even abandoned their systems after one year. “Failure” is too strong a word to describe CRM results. Rather, it is more likely that companies have been unsuccessful at meeting the high expectations placed on their CRM systems. CRM solutions are certainly a valuable tool to help organize and segment customer data, make decisions based on that data and improve the overall quality of customer service. CRM tools cannot be expected to provide immediate returns or astounding revenue increases in their first year.

Industries Profiled:
Manufacturing; Pharmaceutical; Financial Services; Service; Aerospace; Banking; Retail; Government

Companies Profiled:
AAR Corp.; Sanofi-aventis; AAA; Boeing; Corning; Eli Lilly; JD Edwards; Lands' End; Merrill Lynch; PSEG; Raytheon; U.S. Department of Veteran's Affairs; USAA; Vistakon

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Long-Term CRM Success: An Overview

ID: 4232

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Words: 934

Published: Pre-2019

Delivery Format: Online

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