CRM Has Passed Its Sell-By Date - InformationWeek
IoT
IoT
Software // Information Management
News
8/21/2006
08:17 PM
50%
50%
RELATED EVENTS
Dun & Bradstreet CAO Discusses Her Roll & The Skills Needed to Do the Job
Jul 26, 2017
LWhat does a chief analytics officer do each day? To help us answer that question we welcome Dun & ...Read More>>

CRM Has Passed Its Sell-By Date

Managing customer relationships needs a much broader approach.

VentanaQuickTake

Take
For the last 15 or so years, customer relationship management (CRM) has been viewed as a single application that supports the process of managing customer relationships. It has been closely identified with the call center, where agents use the software to record details of calls and the actions they took to resolve those calls. Management analyzed the output to get feedback on how agents were performing and how the next interaction with customers should be handled. Mature companies also used the data to drive outbound sales campaigns to targeted customers. But few companies got the return on investment they expected, and customer satisfaction did not increase.

CRM also was supposed to provide a 360-degree view of the customer so that companies could decide how to manage each relationship. But with customer data dispersed among multiple systems, this proved impossible. Our recent research shows that only 34 percent of companies have deployed the technology required to analyze data from these enterprise-wide data sources. And the situation is becoming even more complex as companies add new customer contact channels such as e-mail, the Web, online chat, TV and video, and as virtualization of the center leads various lines of business to get more involved in handling customer interactions. Software vendors such as SAP and salesforce.com recognize this and are beginning to emphasize that their products support not just customer service but marketing and sales. Ventana Research believes this is a promising start, but companies need to go further: They need to examine all the processes that impact their customers and plan to build an information management architecture that can deliver the customer knowledge required to drive sustainable business growth.

About Ventana Research
Ventana Research is the leading Performance Management research and advisory services firm. By providing expert insight and detailed guidance, Ventana Research helps clients operate their companies more efficiently and effectively. These business improvements are delivered through a top-down approach that connects people, process, information and technology. What makes Ventana Research different from other analyst firms is a focus on Performance Management for finance, operations and IT. This focus, plus research as a foundation and reach into a community of over two million corporate executives through extensive media partnerships, allows Ventana Research to deliver a high-value, low-risk method for achieving optimal business performance. To learn how Ventana Research Performance Management workshops, assessments and advisory services can impact your bottom line, visit www.ventanaresearch.com.
2006 Ventana Research

Comment  | 
Print  | 
More Insights
Comments
Newest First  |  Oldest First  |  Threaded View
How Enterprises Are Attacking the IT Security Enterprise
How Enterprises Are Attacking the IT Security Enterprise
To learn more about what organizations are doing to tackle attacks and threats we surveyed a group of 300 IT and infosec professionals to find out what their biggest IT security challenges are and what they're doing to defend against today's threats. Download the report to see what they're saying.
Register for InformationWeek Newsletters
White Papers
Current Issue
IT Strategies to Conquer the Cloud
Chances are your organization is adopting cloud computing in one way or another -- or in multiple ways. Understanding the skills you need and how cloud affects IT operations and networking will help you adapt.
Video
Slideshows
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Flash Poll