Tuesday November 24, 2020

CRM: Phased approach is the key to success

Staff need to be brought on-message as the system is rolled out step-by-step, writes Caroline Allen.

24th February, 2013
Neil Young, solutions architect with Ergo: 'The key to success of any CRM system is to get your staff involved.' Photo: Maura Hickey

An increasing number of companies are looking to Customer Relationship Management (CRM) to deal with their expanding relationship base, according to Neil Young, solutions architect with Ergo.

"While customer relationships are important to every business, most organisations, regardless of scale and sector, will need to manage multiple types of relationships. Many find their existing systems are just not flexible enough to accommodate this," said Young.

CRM involves a company-wide approach, in which the customer is...

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