Modernizing Your CRM Infographic
Forrester Research reported that CRM is the foundational building block that allows empowered consumers and connected employees to do business in ways we could not imagine just a few years ago. Historically, CRM strategies have focused around efficiency gains like reduced marketing costs, increased revenues from salespeople, shorter sales cycles, or better customer service productivity. FayeBSG incorporates strategies that focus on modernizing CRM, which emphasizes supporting an end-to-end customer journey. That’s not to say that CRM is out of date, on the contrary, modern CRM is now considered a platform where CRM success requires a solid foundation of operational efficiencies, as well a need for a deep understanding of multichannel customer engagement. Our take is that CRM users must adhere to a multichannel customer engagement strategy, which focuses on interacting with customers through many different channels, and many different software platforms.