Customer Lifecycle Management (CLM) is an engaging component of a business structure, working on several levels to ensure that a customer-centric platform is available for the business to grow upon. The true success of CLM is achievable only when various processes, as well as personnel across the organization, are involved in its workings, thus ensuring that a unified approach is driving the platform forward.
Since CLM works its way into different levels of an organization and has a multipronged approach towards increasing interaction between business components and the customer, there are quite a few challenges that arise too. Some of these challenges are associated with making changes to the business structure, while other include modifying certain components of CLM so that it is a perfect fit for the business.
Key challenges in CLM
The ease of implementing a CLM entirely depends on how well an enterprise has organized its systems related to customer interaction. This is primarily because CLM aims at more than the just the simple operations of a business. It aims to integrate every business component into the customer’s lifecycle, thus ensuring a process that works optimally. Here are a few key challenges that every organization faces in relation to CLM.
1. Reluctance to adopt CLM
This is usually the first challenge an enterprise has to overcome. While the importance of CLM is widely accepted across the business sphere, integrating it with an existing business structure often means extra efforts and investment. The top management may have second thoughts on whether the enterprise truly needs the investment at this stage while the employees may be wary of all the difficulties they would have to face while adapting to the changes brought about by CLM.
2. Integration into the current structure
There is certainly a challenge in integrating CLM into a business structure that has already been set up and may even be working fine. Since CLM touches almost every aspect of business, integrating its various aspects into the core of a business, with changes popping up in every sphere, is indeed a difficult task. Making even minor changes to current infrastructure is always a hassle, and even more so in the case of CLM.
3. Choosing the right mix
Adopting a customer centric approach involves various exercises a business requires to get underway. While some may be easily adaptable to the existing platforms, others may be entirely unsuitable for a business. Therefore, one of the main challenges for a business is to decide on the mix that will work best for its continual success. After all, unnecessary components will only drag down the CLM platform’s achievements.
4. Involving personnel
A work schedule in today’s business structure is far from simple and easy. With CLM coming onto the scene, several changes need to be integrated into existing systems that already seem overloaded. Key personnel therefore need to be involved in the process to explain how CLM is set to streamline various factors, and not add to the existing load. The wide-ranging effect that CLM has makes this even more difficult.
5. Committing to CLM
While CLM certainly brings in changes into the workings of an enterprise, it requires a continual commitment so that results fall into place with consistency. Simply setting up CLM is never enough, ensuring that every module works the way it should is what makes things click.
A smart comprehensive solution to these CLM challenges
In the business world, meticulous solutions are best left to the experts. In the case of CLM too, the experts are the ones who know all the tricks and tactics to help organizations overcome its various challenges. Get the service provider right, and your company’s CLM structure is sure to fall in place seamlessly.
At Conneqt Business Solutions, we tackle these Customer Lifecycle Management challenges frequently. We offer our clients a range of CLM solutions that decimate every hurdle on this list as well as others.
Which are the CLM challenges that have come your way as you head your organization? Are there any you can add to this list? Kindly share them below.