US in danger of losing green-tech competition, experts say

TECHNOLOGY
- Infrastructure
  - Network
  - Security
    - Virus
    - Intruder
    - Spyware
    - Spam
    - Theft
    - Disaster Recovery
    - Privacy
    - Regulatory Compliance
  - Client
    - Desktop
    - Laptop
    - Laptop - Macbook
    - PDA
  - Server
    - Load Balancing
  - Mobile
  - Operating Systems
    - Windows
    - Windows - Vista
    - Linux
    - Mac
    - Mac - Leopard
    - Unix
    - Other
  - Data Center
  - Virtualization
- Applications
  - SaaS
  - Cloud Computing
  - ERP
  - CRM
  - BI
  - BPM
  - KM
  - SCM
  - RFID
  - Middleware/EAI
  - Portals
    - B-to-B
    - Consumer
  - Inventory Management
  - Databases
  - Document Management
  - E-Business
  - Data Warehouse
- Development
  - Open Source
  - Eclipse
  - Java
  - .NET
  - Agile
  - Web Services
- Architecture
  - SOA
  - Enterprise Architecture
LEADERSHIP

IT DRILLDOWN

NEWSLETTERS

CIO.com updates, insights and advice on technology, management and your career.

RSS Feeds »

LEADERSHIP

CIO Executive Programs

The Leader in Face-to-Face Education for Senior Executives

Offering regional and national programs, CIO (and CSO) events bring together some of the most respected names and thought leaders in information technology and security. Presented by CIOs and other senior level executives, these invitation-only programs offer timely topics and strong networking. Learn More »

CIO Executive Council

A Peer-Advisory Service and Professional Association for CIOs

Social Responsibility's Strategic Benefits

December 15, 11:30 AM - 12:30 PM US/Eastern (GMT-5)

Join Ed Granger-Happ, CIO of Save the Children, for a discussion of how creating an organization that is socially responsible improves staffing, retention, leadership development and overall corporate health.

Working With and Communicating to Your Board of Directors

January 13, 2009, 4:00 PM - 5:00 PM US/Eastern (GMT-5)

CIO panelists who will share tips and experiences working with their boards: Twila Day of SYSCO; Jeff O'Hare, West Corp.; Marc West, formerly with H&R Block.

IT's Role in Growing Mid-Market Companies

January 14, 4:00 PM - 5:00 PM ET (GMT-5)

Mid-market Council members will share their companies' stories and challenges in driving or coping with growth. Panelists represent Veterinary Pet Insurance, Medicis Pharmaceutical, and Intrax Cultural Exchange.

More / Register »

Learn more about the CIO Executive Council »

RESOURCE CENTER

buy a link »

SUBSCRIBE TO CIO

Are you involved in setting the direction for your company's IT budget or strategy?

Apply today for a FREE subscription to CIO Magazine!

Subscription Services »

Reprints »

Tutorial

Customer Relationship Management

Customer relationship management topics covering definition, systems, software, and more.

What are the keys to successful CRM implentation?

Develop your customer-focused strategy first before considering what kind of technology you need.
Break your CRM project down into manageable pieces by setting up pilot programs and short-term milestones. Start with a pilot project that incorporates all the necessary departments but is small enough and flexible enough to allow tinkering along the way.
Make sure your CRM plans include a scalable architecture framework. Think carefully about what is best for your enterprise: a solution that ties together “best of breed” software from several vendors via Web Services or an integrated package of software from one vendor.
Don't underestimate how much data you might collect (there will be LOTS) and make sure that if you need to expand systems you'll be able to.
Be thoughtful about what data is collected and stored. The impulse will be to grab and then store EVERY piece of data you can, but there is often no reason to store data. Storing useless data wastes time and money.

Which division should run the CRM project?

The biggest returns come from aligning business, CRM and IT strategies across all departments and not just leaving it for one group to run. In fact, it’s best for the business departments who actually use the software to take ownership of the project, with IT and the CIO playing an important advisory role.

What causes CRM projects to fail?

Many things. From the beginning, lack of a communication between everyone in the customer relationship chain can lead to an incomplete picture of the customer. Poor communication can lead to technology being implemented without proper support or buy-in from users. For example, if the sales force isn't completely sold on the system's benefits, they may not input the kind of demographic data that is essential to the program's success. One Fortune 500 company is on its fourth try at a CRM implementation, because it did not do a good job at getting buy-in from its sale force beforehand and then training sales staff once the software was available.

What industries are leading the way in CRM implementations?

As in most leading-edge technology implementations, the financial services and telecommunications industries set the pace in CRM. Other industries are on the CRM bandwagon include consumer goods makers and retailers and high tech firms.