CRM, or better still, XRM—which refers to the general realm of Relationship Management with any number of different constituent categories including customers, partners, internal workforce, extended workforce (e.g. agents, representatives), and so on—is a field that has seen dramatic innovation in the past decade. Traditional entrenched CRM packaged applications focused on gathering customer data inside the company and enabling stronger decision-making based on that data. Over time, self-service portals, knowledge management and analytics served to increase the effectiveness of these CRM solutions. However, with the latest XRM technologies that are founded on an adaptive, agile, cloud-based platform, businesses have the opportunity to truly modernize the way they reach and interact with customers to deliver a superior experience that builds loyalty while at the same time reduces infrastructure and operational costs.
With the plethora of opportunities to modernize and advance your capabilities, come a number of critical decisions to make vis-à-vis:
· which functional areas to prioritize
· integration with on-premise CRM apps,
· the design, architecture, and integration roadmap
· how to manage data migration
· the best fit products and services
Another primary concern is how to support the overall solution after transition to the cloud to ensure it grows, scales and changes in response to the ever-changing business environment to which it is connected.Read more…