What is the ROI for CRM 2.0 and successful execution of this newfangled approach and plan? How have successful companies benefited? If you do it right, it does right by you and this chapter covers that.

 

Number of Pages: 17

 

 

What Should Be Included and Why?

 

Performance Monitor completed a major market study of CRM systems integration projects.  21% of clients report that the project fell short of their overall expectations for goal attainment.  That is a pretty high failure rate.  You can see from the table below how often CRM projects fail at producing expected benefits in the following areas...

Goals Falling Short of Expectations
Cost reductions for IT 19%
Cost reductions for business 19%
Revenue growth 16%
Drive increased profitability 15%
Enhance customer satisfaction 14%
Drive overall business strategy 14%
Enhanced executive reporting 12%
Consolidate or replace legacy systems 12%

 

Over-engineering of solutions is one of the drivers for failing to produce cost reductions, according to the survey results. 

 

Lack of agility has the greatest impact on an organization's ability to grow revenues. 

 

I'll wait for comments before posting any more.

 

Paul

 

 

(Jesus H.) how about examples of companies using search marketing or text mining to capture conversations within blogs, social networks, etc... I know that SAS & SPSS have solutions to do just that and there other Word-of-Mouth monitoring applications that are trying to measure Web 2.0 metrics...

 

 

 

 

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Vendors Who Could Be Showcased in this Chapter

 

 

 

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