Select and Implement a Customer Relationship Management Platform
ANALYST PERSPECTIVE
Executive summary
Framing the CRM selection and implementation project
CRM platforms sit at the core of a well-rounded customer experience management ecosystem
Organizations that have implemented a CRM solution have greater organizational success
Seize market opportunities by using a CRM suite to support multiple domains and customer interaction channels
Global spend is growing as businesses capitalize on CRM value
SaaS CRM is the direction the market is speeding towards
Schneider Electric moves its CRM platform to the cloud and achieves a 360-degree customer view
Review the critical success factors for CRM across the project lifecycle, from planning to post-implementation
Follow Info-Tech’s methodology for selection and implementation
Use Info-Tech’s CRM framework to navigate the modules between core capabilities and adjacent functional areas
Use this blueprint to support your CRM selection and implementation
Info-Tech walks you through the following steps to help you to successfully select and implement your CRM
Info-Tech offers various levels of support to best suit your needs
Select and Implement a Customer Relationship Management Platform – project overview
CRM selection and implementation workshop overview
Use these icons to help direct you as you navigate this research

Seize market opportunities by using a CRM suite to support multiple domains and customer interaction channels

A CRM suite creates value across the three domains: Assists marketing managers by identifying customer buying trends and behavior, while providing tools for managing campaigns. Supports sales agents through lead automation, pipeline management, and advanced reporting. By using a common suite, the sales process is kept in sync with activities in Marketing and Service. Provides customer service representatives with the tools to manage an integrated multi-channel customer support system. Knowledgebase management and self-service portals allow both service representatives and customers to find relevant solutions quickly and easily.