Expectations
It isn’t easy. Both the initial launch of a CRM program and its ongoing stewardship require significant time and energy from a spectrum of individuals within your organization. At the same time that you are increasing your expectations around the effort involved, it’s equally important to restrain your expectations about outcomes, especially as you launch your program. CRM can be a big change for organizations, and change can be slow and yield modest early benefits.
As outlined in detail in Chapters 5 and 6, successfully launching a CRM program and then maintaining and growing it are significant undertakings. The initial project will represent a significant investment of capital and of time and energy from a set of individuals across ...
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