Manage Workflow With Technology: Put your CRM system to the test

Davis, Jr., Gary D.
March 2009
Journal of Financial Planning;Mar/Apr2009 Practice Management, p20
Academic Journal
The article discusses customer relationship management (CRM) systems used at financial planning firms. A firm's workflow must be continually monitored and measured in order to ensure that it produces desired results, the author states. Topics include consistent workflow processes that can support the efficient use of human capital, technology used to automate CRM, and tracking standardized workflow processes. Also discussed is examining CRM systems for capabilities that include the ability to assign multiple staff members to action items.


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