Sales and Marketing departments have been at odds with each other almost since the introduction of marketing. They have continually debated such issues as the quality of leads provided by Marketing to the Sales team and the effectiveness of Sales to develop those leads into revenue.

Your company’s ability to consistently drive effective business interactions; from prospecting to service and retention of loyal customers, will determine the strength of your customer relations and the success of your business. Such a goal can only be achieved if every phase of customer contact is handled with the customer experience in mind. 

This report will explore the key success factors of CRM, and describe a set of steps that your company can utilise to make CRM succeed – for your company, and for your customers.

From the very earliest days of Customer Relationship Management (CRM) the mantra has been repeated like a drumbeat: People, Process and Technology. That is, technology alone is not the silver bullet. magical solution that will solve a company's sales effectiveness challenges. At the same time, another axiom in the CRM world has also been repeated ad nauseam: Get your process straight, and then automate.