Many organizations implement customer relationship management (CRM) programs with a promise of stronger customer relationships, increased sales, and competitive advantage. In reality, though, the results don’t always add up as expected. Consider:
Understanding user adoption barriers
There are a variety of possible barriers to CRM success:
In any case, the likely result is insufficient user adoption. West Monroe Partners can help you increase the impact of your CRM investment. Applying years of CRM strategy and implementation experience, we analyze key issues and design a road map for addressing them—with a focus on producing quick wins and moving swiftly to address the most significant issues.
Mapping your route to CRM success
We seek to understand key issues by:
Based on this assessment, we prioritize issues and recommend actions—creating a road map for your organization. Depending on your needs, the road map and proposed action plan may focus on:
We also will help you set realistic and appropriate goals, align your CRM approach and key business processes, and develop meaningful reporting mechanisms that enable your organization to monitor progress towards its goals.
That’s business in the right direction.