The Need for Speed - CRMAdvocate: 3/29/2012

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My Take: The Need for Speed
Gary Lemke, Chief Customer Advocate (March 29, 2012)

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The good news is most CRM solutions do more than an adequate job of their intended primary purpose. Actually, most CRM solutions do a fantastic job. And most have more features than most users can ever use. Basically, you have a bunch of good choices. It's also a fancy way of saying that a tallying of features of A versus B is not the right way to make a selection.

But don't think that means your selection should be solely driven by price. Granted price does play a factor but the trick is to focus on other buying criteria than "feature wars."

Features and price aside, what are the major factors in your next CRM solution selection?

Let me suggest speed and agility. If the customer experience is driven by expediency, quickness, and efficiency then it makes sense to use CRM solutions designed to zoom. There are many dividends to the speed test. For instance, useability better be intuitive and pleasant if it is going to be agile. Does your CX feel the need for speed?

What's your take?

Gary Lemke

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