Winning Friends For CRM: Five Keys To Gaining End User Acceptance

摘要

When the implementation of a customer relationship management (CRM) solution fails, many business leaders immediately pin the blame on the software. Software does play a major role in a CRM system, so the assumption that it is at fault is not unreasonable. The critical factor in the success or failure of a CRM solution, though, has little to do with the system itself. It has to do with the people who ultimately use it to perform their jobs on a daily basis. Ignore them and you'll have a full-scale revolt on your hands. But win them over and you will soon be on your way to making CRM a productive part of your business.