CRM Best Practices: Self Assessment

There has been an increased awareness that CRM, if it is going to have an impact on the competitive position of a company, must be an integral part of how it operates the business. Success is not a function of the quality of the implementation but rather the quality of the thinking before implementation and the follow-through. This self-assessment is designed to identify the critical elements for success as leaders within the industry recognize them. Moreover, the self-assessment is designed and intended to encourage the reader to think about the orientation of the organization versus what is known about overall success. Although the assessment provides a format for scoring, the focus should be on understanding the implications of CRM from a holistic view. The holistic view embraces the CRM issue from a business vision, initiative planning, implementation, and follow-through perspective. It can serve as a rallying point for the organization to get everyone on the same page.