Sunday, February 18, 2007

CRM - The Human Factor: ITtoolbox Blogs

Although I am a proponent of CRM software and database management, I have never, nor will I run acrossa software solution that provides Complete CRM. On a note of credibility, my company, Wright Solutions is partnered with a few CRM software providers whom will not be referenced anywhere in this post, or this series. I want you to understand the depth of my committment to the fundamentals of human CRM.

Companies in the market for CRM solutions actually are in need of better managing relationships with their customers, and most are looking at CRM applications as the answer. I am not about to suggest that any of the well designed and reliable IT solutions are not a significant piece of the puzzle. I will say that alone, they are not 'the answer'. Three significant misconceptions continue to impede the successful implementation of CRM systems or upgrades. The first myth is that CRM is a software solution, secondly that CRM is a tactic and lastly that satisfied customers are loyal customers. The truth is that CRM is a people driven - not a software solution, CRM is a strategy not a tactic, and satisfied customers are not necessarily loyal.

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