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GraphicDefine » Gartner Provides a CRM Resolution for 2006

Gartner Provides a CRM Resolution for 2006 December 28, 2005

Scott Nelson, VP Distinguished Analyst of Gartner, provides some valuable suggestions for A CRM Resolution for 2006.

Resolution 1: Take CRM seriously. Instead of just paying it lip service, how about really making it a mission-critical strategy this year.
Resolution 2: Actually start a dialog with customers. Talk to them and listen to what they want.
Resolution 3: Stop thinking of CRM as a technology, and instead think of it as a strategy.
Resolution 4: Appoint a chief customer officer and give him or her some real authority. We have chief financial and operations officers. Are customers less important?
Resolution 5: Formulate a road map that shows where you are now and where you want to get to in time. Set out on that road map.
Resolution 6: Articulate a vision of a changed company due to becoming customer centric.
Resolution 7: Realize that the biggest impediment to becoming customer centric is your own internal politics and turf battles.
Resolution 8: Avoid the last seven words of CRM:”We’ve Never Done It That Way Before.”

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