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CRM Software Selection – Which Product Do I Choose?

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I have read that visual learners represent 65% of the population.  I believe myself to be one of them.  I process information much faster when I can read it myself or better yet read and view associated graphics.  I imagine that this attraction to visual stimuli extends to many areas including my fashion choices, my home décor choices, the car I drive and the type of technology I use.  I’ll admit, I have to like what I see.  I won’t dig deeper to learn more if the criteria for my initial visual assessment (which we mostly make up as we go along) isn’t met.  Apparently 65% of the population is the same way. That means a lot of us make product selections this way, whether we realize it or not.

So, when choosing a CRM software are we drawn to the one that has the most visual sizzle at the time we are reviewing product demo’s?  If we are using our default product selection criteria, whether we realize it or not, we probably are.  Remember that with most things in the world of technology, sizzle is mobile.  What was most visually appealing today could be outdated or even obsolete tomorrow.  In making this very important long term software selection decision for your organization, the visual learners on the decision making team need to leave that inherent trait in their office when they come to a demonstration.  It’s not about which solution has the most sizzle, it’s about which one meets your organization’s needs.

How then, do we assess organizational needs for CRM software alignment?  It’s about process and culture.  It is necessary to align your organizational processes and culture with your technology and to select a CRM solution that provides that ability.  The technology itself represents the smallest part of the decision making process for a successful CRM implementation. 

Ultimately most CRM software provide sales, marketing and service modules. Typically the “out of the box” solution will meet about 75-80% of your needs.  It is the balance of that alignment that becomes critical to a successful implementation.  It is imperative to align yourself with a CRM business partner that can not only develop the solution to meet all of your organizational needs but that provides a strategy for managing user adoption.  A CRM business partner will work with you in achieving the result you had for implementing CRM software, not just sell you licenses to a CRM software.

Ultimately, it’s not about the product that you choose.  It’s about the CRM Business Partner that you choose.  If you implement CRM correctly, the partner you select will still be working with you many years from now and will understand your business as intimately as you do.  Choose wisely.  

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Kym Riedel, Sales Director, is a new customer’s first contact with Resolv. She is responsible for business development, working with current customers on new projects and identifying companies that might need a new partner to help maximize their CRM investment. Kym helps customers identify the opportunities for streamlined workflow that exist within a customer’s business. 


Prior to joining Resolv, Kym worked for manufactured consumer products companies in both the crafting and food industries. Kym has worked at internationally branded companies including Colorbök, Fiskars and Rondele Specialty Foods where she held marketing management and sales account management positions. “My 20 years of prior experience working inside successful companies and seeing how departments interact and work together prepared me well for my role at Resolv,” said Kym. “Asking customers the right questions helps to fully understand their business needs and develop a solution that connects all of their departments. That’s what we do at Resolv. We understand the needs of our customers and help them to develop a CRM strategy so we can make the best possible recommendations for them and align them with tools so they can achieve their goals.”  


Kym’s past management experience in both sales and marketing departments provide her a unique perspective of the necessity for all customer facing departments to be in alignment within an organization. “I really enjoy the melding of minds when working with a customer and our Resolv team,” said Kym. “It is a great pleasure to work at Resolv where we are all interested in helping the customer use technology to propel their business forward.” 


Kym has Bachelor degrees in both marketing and business management. In her spare time, she is both an avid reader and runner enjoys competing in triathlons and marathons.

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Guest Thursday, 24 April 2014

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