Aligning CRM systems with CRM strategy is a journey that requires frequent care and feeding. A successful implementation isn't a conclusion, it's the start of the CRM journey. The first day of implementation cut-over marks the start from designing your CRM to achieving CRM and actually executing upon the mission.
CRM Must Adapt to Fluid Customer Behaviors
CRM strategy and supporting application software must align and adapt to your frequently evolving business environment. Failure to periodically measure, monitor and advance your CRM processes and software will leave your business strategy misaligned with your CRM software. Case in point - Royal Caribbean Cruise Lines failure to identify their customers distress calls during a cruise to Haiti.
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