Subscribe Ask the Editors Search Entire site Smallbiz Bookstore Msg. To get a good return on your CRM project isn't easy.
Winners improve the odds by doing considerable advance research.
This should involve more than comparing features of competing software packages. Focusing solely on the software is a mistake, says Tinjum, because most programs on the market can do what most businesses want. Instead, he says, concentrate on implementation. That means committing to see the project through, making customer focus part of your business strategy and following up with training. Implementing CRM usually involves a major change in a business's culture.