People Plus Technology Determines CRM Success
Rapid user adoption of CRM technologies is crucial to achieve productivity gains from customer-facing investments. The Bank of New York used a “high user involvement” strategy to encourage 1,650 users to adopt a unified sales process in 32 countries. Its keys to success: getting users involved early, using an efficient implementation approach, and maintaining a tight focus on delivering benefits for users, not just management. … [ Read more ]
Content: Case Study | Authors: Ian Schuler, Jessica Harrington, John Ragsdale, William Band | Source: “Forrester Research” | Subjects: Customer Related, IT / Technology / E-Business | Industry: Finance / Banking | Company: The Bank of New York