What are critical success factors for any CRM system?
Strong top-management support. They must be involved in the process and champion the project. Research shows that, when there is a lack of top-management support, failure risks are much higher. Next, you need buy-in from the sales team. Also, you should seek feedback from key customers early on. Don’t assume what they want. You always want your sales team to connect with customers. CRM systems provide companies with the capability to anticipate customers’ needs and deliver them in the most efficient way possible. SASSAN S. HEJAZI is director of technology solutions for Kreischer Miller. Reach him at (215) 441-4600 or shejazi@kmco.com.
