What to think about when investing in a CRM system?
Instead of starting the CRM journey with building a team and identifying business objectives, many companies put their hopes to technology and start with buying a CRM system with all the latest features.
However, this approach often leads to limited business impact and disappointing results. Why? Well, no system is stronger than the people managing it. If nothing of value goes into the system, nothing of value can come out of it.
“No system is stronger than the people managing it. There are no technological shortcuts to success.”
It is not the system itself that will lead the change, it is rather a question of an organizational shift, and there are no technological shortcuts to success. In a truly customer-centric company, employees focus on customer value in everything they do and rather use technology as an enabler to accomplish the objectives.