Implementing CRM Solutions Without Developing Indigestion

by Ram Reddy

If you are charged with selecting or implementing a customer relationship management (CRM) solution for your organization, it is imperative that you understand the business drivers that propel this application area. The CRM solution space is big and growing. Vendor hype, frequent vendor consolidation, and the mistaken notion that CRM solutions have to be Web-enabled make it extremely difficult to make CRM choices. Consider this recent statement by a manager of a large credit card firm: "CRM is like eating a big elephant. It's hard to know where to take the first bite" (Information Week, 17 July 2000).

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Implementing CRM Solutions Without Developing Indigestion 9 August 2000