ec4u with practical tips to improve the performance and cost-effectiveness of Karlsruhe, targeted 09.02.2011 – today’s customer management is no longer conceivable without modern CRM solutions, but this in no way implies that their conductivity is exhausted or they operated under economic conditions. On the contrary practice shows consulting in the enterprise according to Mario Pufahl, partner of ec4u expert ag, often diverse weaknesses. The consultant outlined the main problems: 1 to General strategic objectives: the term CRM strategy is fast, actually lacks the CRM projects in practice but all too often the necessarily specific orientation. So lacking not only a detailed description, use CRM to contribution for the company, but at least as often no adequate overall cost calculation (total cost of ownership) are made. The economic calculations and benefit considerations are but elemental to the success and also as a basis for assessing future scenario changes essential.
2. complex projects have been squeezed in minimalist technical concepts: who has not the actual technical requirements sufficiently differentiated described at the beginning and too little considered this particularly users with their specific requirements, then in practice with considerable problems of struggling. Especially repair work are necessary or power restrictions have to be tolerated. Because ever more generally and unpraziser it is the harder the intentions, precisely to achieve the goal. Accordingly, a great care in the professional design must be developed, as it lays the groundwork for the later implementation and describes the framework for the expenditure and resource planning. 3. CRM systems were brought without sufficient testing to use: not in theory but in most real use conditions to determine ways in which the technical requirements can also actually precisely have been implemented and whether the system can be controlled by the users. Therefore there is a clean test concept and a needs-based test coordination. Also sufficient time for the testing must be available under practical conditions, so that not only technically but also process that can be tested.