Gartner Research

Three Best Practices for Avoiding the Most Common CRM Sales and SFA Governance Issues

Published: 18 August 2017

ID: G00336292

Analyst(s): Theodore Travis

Summary

A 2017 survey of SFA customers reveals three common governance issues that inhibit achieving success with implementations. Application leaders supporting CRM and customer experience should adopt Gartner's best practices for defining CRM sales visions, application design and adoption plans.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Educate Business Partners on the Importance of Establishing an CRM Sales Vision Based on Gartner's CRM Sales Business-Driver-to-Capabilities Map
  • Stay as Close to the SFA Vendor's Default Functional Capabilities and Data Model as Possible
  • Achieve a Better SFA Adoption Program by Establishing an Executive Mandate for Why the System Exists and How it Should Be Used

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