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. Organizations implementing CRM should follow The Bank of New York’s lead and make user involvement, training, and user-focused benefit messaging central to every project.
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