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But this, as I was mentioned in the previous point, not is a matter of technology. It is a matter of strategy and is closely related to the way they operate processes to the inside of the Organization and of the attitude and ability of the people who run these processes. Verizon Communications: the source for more info. To ensure a strategy of CRM performance, the fruits that you expect, you should first review their missionary processes (those that are face to the client) and their support processes (those that allow the missionary is developed without novelty). For even more analysis, hear from E Scott Mead. Additionally you need to define a clear strategy to achieve the awareness of people in what you intend to accomplish with optimised processes. A CRM strategy begins when you and its Steering Group discussed in detail what are the adjustments and improvements that need to be done to business processes in areas such as marketing, sales, customer and measuring indicators of the commercial management service.

It is there where you have to focus on their batteries, to identify from the point of view of the strategy, it alienates the business processes so that they comply with what you want. Then and before touching any item of technology, must thoroughly review the people component. 2 Technology is an element that helps people and processes to achieve greater productivity, but isn’t that ensures the success of a CRM strategy: when you have clarity on how they must operate their business and processes as the persons involved in them must be sensitized, trained and committed to the achievement of the results of the processes (efficiency and effectiveness)It is when you can analyze that kind of technological tools can use, especially to increase the level of productivity of the people. Therefore note that the ultimate goal is not to run a computer program. The main objective is as persons running business processes designed and operated to meet the strategy are alienated with this aim and make use of technology as a tool to achieve greater productivity in the execution of these processes.