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Although the technology underpinnings of your CRM system are probably rock solid, the old world view of the solution as a handy contact database still exists. Technology focused on human factors can benefit CRM adoption and usage, and also encourage users to take full advantage of its capabilities to gather and disseminate all the pertinent details professionals need to thoroughly understand a client’s business, priorities and current requirements. Shifting user perspectives to this value-added role will require firms to pay more attention to human factors surrounding CRM adoption and usage. Technology can encourage the change by making the solution easier to use, readily available and more proscriptive in guiding user actions. See which evolutionary steps CRM is already taking, discover what’s coming up soon, and find likely ways your firm can help keep users on the same progressive path.