for the November 1999 Microsoft Enterprise site.
Go for the brass
ring: Reach for the CRM challenge
the old story. Customer relationship management systems are expensive
and risky, but can yield big dividends.
Building a system that can provide your organization with a complete view
of its customer relationshipsincluding order status, on-time delivery
statistics, receivables, returns and call center inquiries that remain
unresolvedis increasingly viewed as a prerequisite for success,
along with having an e-commerce strategy. Unfortunately, the risks and
complexities involved in linking existing and new customer relationship
management (CRM) applications into a system are quite high.
To help CIOs assess the risks of CRM relative to their organizations,
the Enterprise Executive Connection team polled vendors, users and consultants
to determine which organizational characteristics are hazardous to a CRM
project. The team then converted their observations into a series of questions.
To determine if CRM is likely to be cost-effective, merely useful or a
waste of time and money for your business operation, you are invited to
take the test on the following screens.
For more information about customer care and how it impacts your budget,
see the following stories on the Enterprise Executive Connection Web site:
The questionnaire and formulas on the following
screens were developed with extensive input from vendors, users and
consultants. The Enterprise Executive Connection would like to offer special
thanks to Peggy Menconi of AMR Research Inc., Bob Scott of International
Data Corp. and Alain Petrissans and Erin Kinikin of Giga Information Group
for their contributions.