CRM Cloud Computing

Customer relationship management (CRM) is an approach to the customer lifecycle that is focused on capturing customer behaviors, preferences, interactions and so much more. When CRM solutions are put in place, do they always solve the challenges within the organization they were meant to address? Is this list too long or to disorganized to really measure the success or value of the CRM solution? What if you could implement CRM cloud computing – would that make a difference?

This recent eCommerce Times piece explored the challenges that exist within the CRM space when it comes to identifying problems or establishing a clear focus for implementation. Referencing a conversation with a friend who was also the director of a local food bank, the writer explored how CRM cloud computing applies not just in the sales department of the company seeking to improve revenue; it also offers value in an environment where donors are tracked and volunteer hours need to be managed. 

The food bank director identified the problems he had within his organization and defined his goals before trying to implement a CRM cloud computing solution. By clearly defining what he hoped to accomplish, the director was better equipped to identify the right CRM platform to support his needs and help the organization become more efficient. 

A simple concept, it is one that is often overlooked within the commercial environment. When CRM cloud computing managers cannot identify the goal of the platform or have a list too long to be an organized approach, there is a serious lack of focus and clarity that suggests CRM implementations that resemble rudderless ships. In such situations, the rudder is missing during the requirements definition phase of the project. 

This is the phase of the CRM cloud computing lifecycle that can make or break the entire project, according to Richard Boardman, a CRM blogger. This phase is often overlooked simply because it’s simple and elemental. Without a clear focus in this phase of the project, flashy add-ons won’t deliver value and users within the organization must tolerate just one more step in a busy day that fails to deliver measured improvement or value. 

To drive the right approach to implementation and ensure value from your CRM cloud computing deployment, you not only have to clearly identify your goals, you also need to understand the features you need and what they will do in your environment. Remember, CRM cloud computing is supposed to fix business problems and deliver value – without a clear roadmap on what needs to be fixed and where you can benefit from this value, you may be better off with a manual approach.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Juliana Kenny