Integrated Customer Relationship Management (iCRM) Report Key Findings Deck Publication Date: 5/2011 1
Integrated CRM Best Practices Report
Nov 22, 2014
25 pages; based on the experiences of 216 companies
A key challenge companies face today involves integration with sales and marketing processes and platforms. Leading CRM/SFA solution users and providers are just now beginning to focus on this integration challenge, which is ushering in the next evolution in CRM/SFA technology, what Gleanster refers to as Integrated CRM or “iCRM.”This Gleansight benchmark report explores why companies today are implementing integrated CRM/SFA platforms, the challenges they are encountering during and after these implementations, and the performance metrics they are using to track and measure their progress over time.
A key challenge companies face today involves integration with sales and marketing processes and platforms. Leading CRM/SFA solution users and providers are just now beginning to focus on this integration challenge, which is ushering in the next evolution in CRM/SFA technology, what Gleanster refers to as Integrated CRM or “iCRM.”This Gleansight benchmark report explores why companies today are implementing integrated CRM/SFA platforms, the challenges they are encountering during and after these implementations, and the performance metrics they are using to track and measure their progress over time.
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1
Integrated Customer Relationship Management
(iCRM) Report
Key Findings DeckPublication Date: 5/2011
2
What’s In This Deck?
೦ Insights and Best Practices from Top Performers– Top 3 reasons Top Performers use iCRM– Top 3 tactics Top Performers use to outperform peers with
iCRM initiatives– Most common challenge Top Performers face with iCRM– Top 5 Performance Metrics Top Performers use to measure
the success of iCRM initiatives
3
Reasons to Implement
೦ Increase company revenue
೦ Achieve tighter coordination between marketing and sales
೦ Improve sales information reports/forecasts accuracy and comprehensiveness
4
೦ Improve sales data quality and analytics
೦ Enable sales management to receive info and make real-time decisions
೦ Streamline and establish consistency in the company’s sales process
Value Drivers
5
೦ Driving sales personnel adoption
೦ Ensuring data credibility೦ Integrating the platform
with other company sales and marketing software/systems
೦ Modifying the platform to fit the company’s sales processes
Challenges
6
೦ Annual revenue೦ Actual vs. forecasted
revenue೦ Win/loss percentage by
rep೦ System usage೦ Average deal size
Performance Metrics
7
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