What does CRM mean to you?

When you implement a technology like CRM (Customer Relationship Management) in your organization, how do you look at it? Is it a software that the tech guys should take care of? Is it a change in business process that will cause chaos in the short term? Is it a way to increase sales? Streamline your Contacts and Customer database?

Having worked on customizing, building and implementing CRM software for decades, I think CRM is more than a software or even a tool.

CRM is a mindset – to make any CRM implementation successful, organizations need to change the way they think.

CRM is transformation – it transforms how you think about your Customers and how you interact with them. It helps you put your customer’s interest at the center of your organization.

CRM is continuous improvement – CRM is never a deploy-once-and-forget-about-it tool. It is about gaining insights, improving processes, measuring value. Repeat.

CRM is an organization’s heartbeat – In today’s environment where our customers are online, our teammates are remote and the selling process is virtual.. a CRM platform can be the central heartbeat of the entire organization.

I will continue talking about what CRM means to organizations. And I would love to hear about your experiences implementing CRMs.. you can reply to this email and share your CRM implementation story with me.

If your organization is planning to implement a CRM and needs someone to discuss matters, feel free to reach out to me.