7 Questions

You Should
answer for
a Successful
CRM Implementation
by Paul Rogers, Head of Customer Experience-HCL

Where can I interact with my

1
Q

customer?
Do you know your customers
processes and Interaction points?

70%
of social media users hear of
others experiences with
brands at least once a month

Am i innovating enough in my
2
Q

business?
Have you identified the right
innovations for your business
to enhance customer experience?

77%
people want companies to
value their time for enhanced
online experience

Are we left behind or Are we

3
Q

over crowded?
Are you absolutely clear of the
shortcomings and differentiators
of your solution?

Do I have a single view of my

4
Q

customer?
Are you managing your data
effectively to have a successful
CRM deployment?

25%
Avoiding Data Management
results in a 25% reduction in
potential revenue gains

How fast can my processes

5
Q

adapt?
Can the solution be easily
configured and enhanced after
the initial implementation based
on Business needs?

50% of firms now support SaaS

adoption overall

How do get People to

6
Q

accept process change?

How will you address
stakeholder resistance and
increase adoption?

23%
of respondents struggled
with gaining user acceptance
of new technologies

7 What do I intend to Achieve?

Q

Are you clear on the metrics to be

achieved?

of respondents

52% misunderstood the level of

effort required for their CRM
initiative

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Infographics Copyright 2014 HCL Technologies Limited | www.hcltech.com