Largest CRM Weaknesses
ec4u analysed the CRM performance quality in over 100 companies in Karlsruhe, Apr 11, 2012 – the performance quality of the CRM landscape shows significant potential for optimisation in many companies. This determined an efficiency check of the ec4u expert consulting on ag, which had participated over 100 CRM companies from German-speaking countries. The cross-product analysis looked at a total of 50 different aspects which are relevant for the performance of customer management in the categories of CRM strategy/management, processes, technology, and staff skills. The company individual strength / weakness profiles were determined by means of a tool-assisted efficiency checks. In the ranking of the most common weaknesses, not the CRM systems show but even the front seats, but above all the organisational and management conditions in customer management apparently represent the crucial issues. However, 10 of the weaknesses of CRM are in the top several aspects, which are directly related to the used software stand. Include limitations in scalability and an unsatisfactory situation in the care and maintenance of the CRM-system: 1 no clarity, consistency and compliance with service level agreements in the CRM landscape there (76%).
2. for a quick implementation of variable practice requirements is lacking in the CRM processes on the necessary flexibility (74%). 3. the structural conditions in the customer management are not good enough for optimization strategies (73%). 4.
the scalability of the CRM solution proves to be for the actual requirements of practice as inadequate (71%). 5. lack of a universally established and continuously updated performance measurement system for power control (71%). 6. a regular consolidation of the entire customer database will not take place (70%). 7. the CRM processes are maturity not continuously analysed and evaluated (69%). 8. the regular care and maintenance of the CRM system is too high (68%). 9. There is a reasonable Quality assurance of customer data without (64%). “10 systematized change-request process for documenting technical requirements take not place (64%). A good CRM system alone will not necessarily too favorable, and success-prone conditions”, Mario Pufahl, Director and partner of ec4u. Rather, the customer relationship management is a very complex field with a variety of success-critical requirements, which apply to consider. In particular the strategic orientation as well as the organizational and process conditions have a significant share of it, as the efficiency develops and what benefits for the enterprise market business may emerge,”white Pufahl from his consulting experience. “So far, such performance considerations have often not yet the necessary importance however a noticeable change of thinking to determine. is acquired, here Meanwhile quite many companies” ec4u expert consulting ag ec4u ag, headquartered in Karlsruhe, Frankfurt, Zurich, Munich and Pfaffikon expert consulting is one of the leading companies for services in the areas of customer relationship management (CRM) and business intelligence (BI) in German-speaking countries. It offers proven CRM services from strategy to implementation and prospective customers. ec4u looks back on over 140 successful CRM projects and implementations. The customer list includes renowned customers from the nuclear industry finance, telecommunications, life sciences (pharmaceuticals and medical devices), as well as energy with long-standing customers like Bayer, Bosch, Deutsche Bahn, Deutsche Telekom, Integralis, MEWA, RWE, Stryker, Swisscom and ZKB… of think factory groupcom GmbH Wilfried Heinrich Pastorat Street 6, D-50354 Hurth phone: + 49 (0) 22 33 61 17-72 fax: + 49 (0) 22 33 61 17-71