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Abstract
While confusion exists about
just what differentiates a successful Customer
or Contact Relationship Management (CRM) implementations
from a failure (and just what the heck was CRM
anyway), a range of Application Services Providers
(ASP’s) have been rapidly expanding their
offerings and their customer base. Let’s
explore what are the benefits of the hosted
solution and what are some of the pitfalls.
In this article I will discuss
the relatively new world of the ASP and their
seeming potential to get the CRM equation right.
However, I will also look at some realities
that many organisations still miss in their
headlong pursuit of a CRM success story.
People issues are still not easily addressed in a technology
and process driven model of the world. There is a need to invest some of the savings
from the initial investments in the hosted CRM services in enabling people to
fully benefit from these new services. In addition the hosted off-premises solution
is not a silver bullet, especially if you believe in the holistic approach to
CRM – If you would like to read the article in full please click here.
READ THE FULL ARTICLE
About the author
Michael Meltzer is the co
founder and a managing partner of Active Management
Techniques that specialises in improving organisations
performance through applying the human aspects
and benefits of relationship management in all
its forms. He is a hands on partner who has
experience spanning general and IT management,
financial services, public sector, telecommunications,
education and retailing.
michael.meltzer@amt.eu.com
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