CRM Automation

Chapter 8. CRM: Benefits and Problems

There are three most often mentioned reasons why firms automate their sales, marketing, and customer service functions:

1. High Costs of Direct Sales— Today the average cost of a sales call is close to $211. Moreover, in most cases, direct selling costs continue to rise. CRM can help to increase sales force productivity and, in turn, contain or decrease the rising costs of sales.

2. Increased Global Competition— Conducting business is no longer restricted to local competition. Increasingly, companies work within a global marketplace. To beat the competition, whether local or foreign, effective market intelligence is often critical. CRM can assist firms to better monitor and track marketplace developments.

3. Need ...