It has been quite a while that I am working as a CRM Consultant. Over the time I have been wondering what goes in the mind of a consultant while the consulting assignment is on!

Spending my time among IT cum Functional consultants, we often disregard the objective of having a CRM altogether. We forget, at times, Customer Relationship Management starts with the word ‘Customer’ whereas our focus is more or less now on getting-the-software-right!

Customer Relationship Management is a concept that assists marketers in making vital decisions in an organization. We often misinterpret CRM with software which is a slip-up as IT / ITES / CRM consultants. It is important to understand that CRM is a functional aspect for an organization to improve on existing & new business; and technology just assists the same.

Therefore, more than CRM software, the consultants must understand the objectives of having one and the ‘Relationship’ aspect of it.

And if you are looking forward to get a CRM strategy up for your business, make sure you hire an IT cum CRM consultant that gets a software according to your business needs and NOT the one who changes your business practices to suit a software.

I am glad to see my peers understands the nitigrities of our clients’ requirements and not limited to functioning of a software.