Considerations for CRM Implementation: Part 3
Cutter Consortium Business-IT Strategies Executive Report
In our two previous Business-IT Strategies E-Mail Advisors (9 and 23 January) we introduced discussions of our view that history matters when implementing customer relationship management (CRM) in the context of previous (or ongoing) enterprise resource planning (ERP) efforts. Topics have included the need to consider overlapping functionality, data standards, and data duplication. In this Advisor, we want to alter course a bit and address the training for, and the adoption of, CRM applications by end users. Here we think that managers sometimes rely too much on the experience they have gained through ERP and other back-office information technology implementation.