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CRM and Integration - the cornerstone of your business future > Register
The GartnerGroup recently found that in 32% of cases, just 12 months after deployment, little or no use was made of the CRM technology implemented.
Why is this? How have the market and technology issues changed enabling you to avoid wasting your own CRM investment? How can you ensure the integration of these new CRM applications with your existing operations in a way that allows you to continue getting your customer service right first time, every time?
the opportunity
Customers are a company's most important asset - put them out on a limb and you put the business on the line. Today's customers need to communicate across a full range of channels, with a consistent level of support - both interactive and self-service.
The opportunity now exists to create a "customer centric experience" needed to draw in new customers and increase the value of your retained customers, and most importantly, integrate any best of breed customer facing channel with all your existing enterprise applications with relative ease and in record time.
You still have everything to play for!
the reality
Nothing creates customer disloyalty more than being asked to repeat themselves over and over again to different parts of the same business.
Providing customer facing staff with all the right information often requires tight, rapid, seamless integration with your core backbone applications such as the supply chain, billing and accounts.
What more and more companies are realising is that even though point-to-point integration appears initially to be cheaper than getting the right integration architecture, it can cost you substantially more in the long term, tying your operations into fixed rigid processes and making it impossible for you to adapt with your ever-evolving business needs.
the future
For those companies implementing CRM with the right enterprise application integration (EAI) architecture, CRM can become the basis of a far greater foundation for success.
In the current economic climate the probability of merger or acquisition is, for many organisations, quite high. Also, the effect of e-markets will promote competition and squeeze margins so companies, large and small, may not be able to survive for long in this new economy.
It's at this point that enterprise application integration (EAI) can really pay off - if both companies have the right integration technology, then the effort required to integrate disparate systems together is far less - making them much more attractive to their trading partners and much stronger competitors in their markets.
Facing the Future Fax: 0870 1690681
Facing the Future Tel: 01923 287408
E-mail: facingthefuture@pmp.co.uk
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