Saj Usman, a senior executive with Accenture, shares how to best determine whether the time is right for an upgrade of your CRM system based on your people, business and system requirements.
Preparing people and testing systems is a vital step for an upgrade of any CRM application.
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At the Microsoft Convergence show, representatives from Cold Stone Creamery, Roland DGA and WellMark Blue Cross Blue Shield shared their advice and best practices in implementing CRM. The three practitioners represent different sides of CRM. Cold Stone Creamery’s Heather Dorr is a senior manager for marketing. Bob McMahon is a senior business systems manager for Roland DGA and Jeff Beelman is a group leader for customer service at WellMark BlueCross BlueShield.
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Scott Nelson is a managing vice president with Stamford, Conn.-based Gartner, focused on CRM and its relation to other applications within the enterprise such as ERP and supply chain management, as well as CRM strategy.
He has been researching CRM for the past seven years at Gartner and focuses particularly on CRM strategy and vision.
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