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Crm strategic engine or just another tool






CRM: Strategic Engine or Just Another Tool?

CRMstrategic engine or just another technology tool? How would you answer this question about your company's CRM initiative? It depends on how honest you are in answering some other questions, including:

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Do you have the right people with the right knowledge and skills?

Are you including people across the board, not just in your customer service and call centers?

The bottom line is that people skill sets need to be similar to the technology they are using -- information sharing needs to be fast, focused, integrated.

Lets Start With the Leaders

For CRM to become the strategic engine, not just a tool that people opt to use when they choose, managers and leaders need to demonstrate the new vision through their day-to-day actions. Leadership is about making a vision happen. If you want your CRM strategy to be the engine that drives growth and profitability, take a look at what your leaders are doing and how they are behaving.

The heart of strategic change is when the leadership makes the conscious choice to focus on actions that matter. When an organization undergoes significant and fundamental transition, leaders must be teachers and role models of the new actions and behaviors. Leaders who successfully