For many years, companies have attempted to maximize the total business value of their customer relationships through the use of on demand CRM solutions. The underlying principle behind this trend was that the collection and analysis of data about the customer through on demand CRM solutions would result in smarter business decisions. In some cases, on demand CRM solution investments paid off. In many others, the payoffs from on demand CRM solution investments fell significantly short of expectations—and ongoing IT costs were much greater than anticipated.
The reasons why on demand CRM solutions have left the consumer unfulfilled are clear. First, consumers don’t want to be managed, they want to be engaged in an experience that works for them. They want to find you, buy from you, use your products and services and get support. Second, CRM amplified the complexity of internal systems, processes and procedures, crippling an organizations ability to rapidly adapt to the dynamic needs of consumers.
As a results, many organization failed to achieve the business outcomes they desired with on demand CRM solutions:
- AMR Research reported in the 2006 ‘Ending CRM Failures’ that 31% of CRM implementations failed.
- Paul Greenberg, author of CRM at the Speed of Light, has been quoted saying 70% of CRM projects fail.
- And, in 2007 the Economist Intelligence Unit reported, “CRM success continues to elude most companies.”
Is Your Company Succeeding with On Demand CRM Solutions?
Does your company provide customers with a consistently superior customer experience across all departments and all communication channels with your current on demand CRM solutions? Can your customers quickly and easily get answers to their questions, whether they call, email, or search your website using self-service customer care options? Do you have mechanisms such as customer satisfaction survey software in place for continuously measuring and improving your customer experience?
If not - or if you're ready to do an even better job than you're doing now - then you're ready to contact us. RightNow CX, the customer experience suite, is a revolutionary approach to delivering great customer experiences that create loyalty, grow sales and increase efficiency. CX is not a new name for CRM. It is built from the ground up for consumer organizations and puts customers at the center of the experience. CX marks the shift from solutions that focus internally on operational efficiencies to solutions that focus externally and deliver superior customer experiences that drive revenue.
We'll help you deliver a competitively superior customer experience across the board - and reap the significant bottom-line benefits that result when your customers are happy and loyal.
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