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.
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September 21, 2014
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December 20, 2014