When information isn't shared productivity of employees can be impacted. Additionally this can cause inaccurate information, unnecessary paperwork, disconnected data sets and highly inefficient processes.Gartner has referred to a CRM as a business strategy that optimises probability, operational efficiency and customer satisfaction by implementing customer centric processes.
When implemented effectively, CRM has the capability to support all people throughout the business (and not just sales and marketing) through effective use of data which supports improved decision making to deliver greater customer value.
Tips from John Buchanan, Beyond 19, Coaching Practicing Lead:
1. Quality data and its management is essential for high performance results
2. Find the CRM system that works for your business and implement it to be relevant
3. Make the CRM an essential and integral element of your business' digital culture and digital transformation
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