Assessing CRM maturity

September 12, 2019 - Research T130

Nucleus’ data show that moving from manual-based processes to a fully integrated customer relationship management (CRM) solution and progressively implementing analytics and machine learning delivers significant productivity gains and costs savings for organizations. In an effort to help organizations and end users, Nucleus has developed a CRM maturity model designed to guide organizations as they improve their CRM capabilities. End users seeking to improve their CRM capabilities and climb the maturity ladder should use a company-wide common data model, implement rules-based optimization before investing in AI capabilities, and focus on continuously improving the technical skills of its employees.