12 Things Organizations Get Wrong When Implementing CRM — And How to Avoid Them
Across the industry, CRM success rates remain far lower than most executives expect. Studies estimate that 30–60% of CRM programs fail to meet their objectives or deliver sustained ROI. The causes are consistent: unclear business outcomes, legacy complexity carried forward, fragmented processes, and lack of adoption.
Choosing the Right Digital Platform for 2025 and Beyond
At a time when companies are demanding operational agility, scalable intelligent automation, and a personalized means to engage with their customers, selecting the right digital platform is a key strategic decision. This paper compares three of the leading options in ServiceNow (Now Platform), Salesforce (Customer 360), and Pega Systems (Pega Infinity), considering capabilities, strengths, and deployment considerations.
While each of the platforms excels in its given domain, the lens of this paper highlights that organizations aiming to create a unified, AI-driven operational backbone will find ServiceNow best suited to deliver enterprise-wide workflow integration, robust governance and compliance, and measurable business outcomes.
Strategic Managed Services for ServiceNow in Banking & Finance
The financial services sector is facing a seemingly paradoxical dual imperative: deliver exceptional client and customer experiences while maintaining stringent compliance. To add a layer of complexity, all of this must be done while increasing operational efficiency.
Traditionally, IT solutions for banking and finance have been implemented in a piecemeal fashion, adding tools and applications as the need or threat arises. The traditional approach has led to fragmented and costly "systems" that are ill-equipped to support today's dynamic banking environment. Cloudworks offers a strategic approach to modernizing Customer Relationship Management (CRM), Customer Experience (CX), and Governance, Risk, and Compliance (GRC), through ServiceNow's powerful platform, supported by our Strategic Managed Services banking and finance offering.
This paper outlines our observations, methodology, and managed services model, highlighting why Cloudworks is uniquely positioned to drive value, speed, and efficiency.