All organizations are facing the transition to Customer Engagement. And what do they do: They implement CRM software on an island reserved for sales and marketing. And it could be worse. Employees of these departments do not have all the rights to do everything! It is therefore not surprising that CRM projects fail and implementations get completely out of hand in terms of cost and duration. It was a bad start.
CRM – Software for Customer Engagement, should be a platform on which all departments and disciplines work together, including management. Customer Engagement is high on the list of priorities in most organizations. Customer Engagement is a mindset for all departments and disciplines. So why are CRM systems islands? How can we support Customer Engagement with digital systems? How can departments and disciplines benefit from all data? And how do we deliver the right content to prospects and customers at the right time? This is the answer.
