The reason CRMs fail is often because of lackluster adoption by users, and not the capabilities of the tool itself.
One area that needs an investment of time and resources to improve the client experience is the onboarding process, wrought with paperwork.
Having worked with many wealth management firms on transformation initiatives and implementing technology solutions, my experience has been that their evaluation criteria focus too much on the cost of the initiative.
The client relationship management (CRM) platform has become the beating heart we can’t live without.
What are growth-oriented firms doing and how are they thinking differently about technology?