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Why CRM Planning is Broken

Customer Relationship Management (CRM) systems have been around for years and they offer unparalleled process automation. But…planning for them is broken.

Why/how are they broken?

Simple: We think of the system, not the customer. When planning for the next update to any organization’s CRM systems, we must think of what we want to know about our customers and not what the system will allow us to collect.


What do we really want to know about your customers?

My list, to start the conversation:

  • Comments about:
    • Us
    • Our competitors
    • Our products
    • Our industry
  • Engagement
    • Web paths
    • Clicks
    • Content interest
  • Impact of social impression
    • Correlations
    • Causation
    • Better statistical analysis in general
  • Influence
    • The grey ghost, I know, but I still want it

What do you want to know about your customers/prospects/audience members? Leave a note in the comments section or let me know @TylerAltrup.

  • It’s truly very difficult in this full of activity life to listen news on TV, thus I just
    use world wide web for hat reason, and take the most up-to-date information.

    michael hubbord

    September 21, 2014

  • Stunning story there. What happened after? Take care!|

    look what i found

    December 20, 2014

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