CRM 'needs executive buy-in'

If a business believes business management software such as customer relationship management (CRM) is to take off, they must use their people skills, one expert states.

According to Don Panek, the editor of CRM Directory, a business must first get their executives on board if CRM is to be taken seriously, as this will give an official level of commitment to a project which can then be communicated down through a company.

However, managers must also consult their fellow employees lower down the ranks if business management software is really going to take off, he asserted.

Mr Panek continued: "Make the project fun and rewarding. Give all key employees who will be using the system incentives for making it work. Involve them in the early planning and implementation stages.

"Take their feedback seriously. This will give them ownership in the project."

Earlier this month, Graham Mansfield of Vanguard said that CRM must focus on the needs of the consumer wholly, with no half measures allowed in its orientation.

Small Business Management Software from Atlantic Global OnDemand.

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