Studies on CRM implementation have found
A)that the impact on customers is, in fact, greater than impact on employees.
B)that 18 months is required on average for successful CRM implementation.
C)that implementation is more successful when IT and business managers work together.
D)that lead IT groups with a CRM focus lead to more efficient implementation when not encumbered by business managers who lack IT background.
E)that the average amount spent on CRM systems for SMEs is $180,000.

Question

Quizplus · Accepted Answer

Studies have shown that successful CRM implementation depends on collaboration between IT and business managers, with joint ownership and a shared vision. A study by Gartner found that organizations with integrated IT and business strategies had a 26.2% higher return on investment from their CRM systems compared to those without. The other options are either not supported by research or too specific to apply universally.

Studies on CRM Implementation Have Found