claim the CRM concept was over-hyped from the beginning,
and its payoffs for business over-promised. According
to a recent Gartner Inc. survey, more than half of all
CRM projects failed to meet users' expectations."
CRM value proposition is simple: avoid CRM "bloatware"
and deploy the 20% of the technology that delivers 80%
of the business value.
CRM packages return a questionable ROI and, in certain
industries, such as public utilities, have failed to
gain significant customer acceptance. Why? Because their
cost-benefit analysis often presumes increases in top-line
revenue by employing customer profiling, closed-loop
sales and marketing techniques, exploiting up-sell and
cross-sell opportunities, etc. Rarely, however, can
such CRM packages be justified solely by the bottom
line operational efficiencies producing measurable cost
reductions. Organizations serious about their bottom
line are wise to deploy an Operational CRM solution
CRM focuses on the direct support of the day-to-day
needs of customer-facing employees. The goal of companies
considering an Operational CRM system is to implement
a seamless set of end-to-end processes (workflow) supported
by multiple data sources through a composite user interface.
software does not replace tried and trusted customer
information systems. Instead, MITEM enhances, extends,
and integrates those systems to deliver significant
new functionality. For instance, the MitemView
integration software interfaces with existing
systems to deliver a new composite application at a
fraction of the cost and in less than half the time
of typical CRM packages.
customers come from many industries; but all report
operational improvements that include cost reductions
and customer service efficiencies. A prominent catalog
company's call center improvements included:
to 75% reduction in training costs
to 20% reduction in average call handle time
reduction of hand-offs and call transfers
increase in service sales