CRM: Art or Science?
Last month I asked you to tell me about your experiences with CRM successes and failures.
One reader said that sales is both art and science, and that CRM tools fail because they focus too much on the latter. He defines Science essentially as the management and marketing metrics portions of a CRM system. The art, in his words:
"The missing piece is that CRM fails to provide value and especially on the side of things where the sales artist needs them - how to understand and strengthen relationships, how to act on intuition, how to build trust and reputation with customers and prospects through networks and connections."
I both agree and disagree with this assessment.