By: Ciopages Staff Writer
Updated on: Nov 02, 2021
CMOs and CIOs of large global firms have realized a CRM Transformation Innovation Agenda should be not just about blocking and tackling but should include Greenfield thinking and leapfrogging as key components of a CRM transformation projects. CRM innovations, such as AI (Artificial intelligence), Analytics etc., should be a part of every CRM transformation roadmap.
CRM Transformations are fraught with challenges and at the end of a multi-year project, lack of innovation will result in a suboptimal desired state and a collective sense of under achievement. Instead, companies that include a key set of innovative ideas and concepts in their CRM Transformation journey tend to get better results. It is the classic tenet of skating to where the puck is going to be and thinking beyond current problems.
Of course, if there are burning issues and transformation imperatives driving CRM implementation, focusing on the quick wins is a good idea. But at the end of the project, a point of arrival should include innovations and leapfrogging ideas.
So, what should a CRM Transformation Innovation Agenda look like? It depends on a variety of factors that typically drive the CRM transformation innovation agenda – such as size, global footprint, business and sales models, sales channels, and types of stakeholders.
However, Social, Mobile, Analytics and Cloud should be no-brainers, but the CRM transformation innovation agenda should go beyond those:
In any CRM transformation, including innovative items, helps focus on the company on what’s next, and helps teams be motivated by leapfrogging the status quo and elevating CRM to the state-of-the-art and beyond.
What innovations and creative solutions have you incorporated into your CRM transformation journey?
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