White paper provides recommendations for CRM implementation

IBsolution has published the whitepaper “Help me! The business department wants a new CRM!”. In it, the Heilbronn-based SAP consulting company gives field-tested recommendations for implementing a customer relationship management (CRM) or customer experience (CX) system. The whitepaper is aimed at companies that want to implement a CRM/CX project and is now available for download free of charge.

In times of digitalization, customer experience (CX) is becoming a decisive success factor for companies – also in the B2B sector. A powerful CRM system helps to meet the increased expectations of customers and to optimize the customer experience with the help of tailored actions and offers. For the CRM system to be able to fulfill these tasks sustainably, it must fit the specific requirements of a company.

Success criteria in the project

The whitepaper “Help me! The department wants a new CRM!” from IBsolution describes the main challenges that companies can encounter when introducing a CRM system and lists key criteria for project success. From an organizational perspective, for example, it is important to ensure that business departments, IT and management are all pulling in the same direction when introducing CRM.

As technical features, a CRM system should include seamless integration into existing processes and the existing system landscape, as well as good, intuitive usability. With such features, the CRM system will find user acceptance and enable productivity and efficiency gains in shaping customer relationships and customer experience. Issues such as maintenance and updates play a role in the decision whether to provide the CRM system on-premise or to obtain it from the cloud. Here, it is important to carefully weigh up the advantages and disadvantages associated with each type of deployment.

Ready for future requirements as well

In view of increasingly heterogeneous IT landscapes, the white paper is devoted in detail to the various facets of the interaction between the CRM system and the other systems. In addition, the recommendations for action also take a look at the future: A contemporary system for customer experience (CX) should not only be able to map today’s processes holistically, but also provide the prerequisites for opening up to a platform for customers and partners or offering a proactive service based on the Internet of Things (IoT) in the future.

Free download

With its field-proven recommendations, the new whitepaper from IBsolution offers a reliable guide for CRM implementation. It explains contexts and shows ways in which IT and business can find the ideal solution with regard to the CRM system and customer experience. The PDF document can be downloaded now for free.

Click here to download the white paper.