Fixing the Process of Capturing Sales is the Way to get Results – CRM is the Solution

Category: Technology

Improving customer relationships is a secondary benefit of implementing a CRM and not the main goal. The main goal should be business process management. Not having this as a goal leads to a majority of CRM implementation failures. Let’s take a closer look at the BPM aspect now. Consider the number of people and the number of internal business processes involved in finding, developing, and acquiring a new customer — and then maintaining customer satisfaction as an existing customer.