There is a story about a farmer who had a dog. One day the farmer’s neighbor came over to borrow a tool, and while they were talking the farmer’s dog was howling. As they talked, the dog continued to howl. It was distracting to the neighbor, and he was finding it hard to carry on the conversation with the farmer while the dog was howling. Finally he asked the farmer, “what’s wrong with your dog?” To which the farmer replied, “he’s lying on a nail.” This puzzled the neighbor, and he asked, “why doesn’t he move?” The farmer’s response: “he’s comfortable.” Continue reading →
The topic CRM (Customer Relationship Management) success is riddled with anecdotes and do-it-yourself tips for ensuring that success. My simple advice is “get a trusted adviser.” It’s like I always say, “even the king has advisers.” Continue reading →
When we read quotes like, “It’s incredibly easy to get caught up in an activity trap, in the busy-ness of life… It is possible to be busy – very busy – without being very effective,” by Stephen Covey, we sometimes dismiss it as “that doesn’t happen here.” However, I have seen this over and over again with CRM implementations.
A company will implement a CRM system and mandate usage and the population of a lot of data by their sales force. This usually results in push-back. Salespeople will say things like “I’m too busy closing sales to worry about CRM,” or “I don’t have time to ‘feed the beast’ I’m knocking on doors.” You get the picture, and if you implemented CRM, you’ve probably heard it too. Continue reading →
I have blogged in the past about business strategy, and C-level buy-in. I’ve been on my soap-box talking about reasonable expectations of sales people. I’ve even been so bold as to say that many of your current CRM issues are not technical issues. This blog is going to take a bit of a turn.
Over the course of the last 16 years of CRM consulting, I have noticed a trend, but have been unable to put my finger on just what the trend is. Whether it is because I am sometimes slow to grasp things, or because it is so easy I didn’t think it could be a “magic bullet,” I am uncertain. However here is what I see to be one CRM system trend that is debilitating, if not fatal to CRM success. What is this trend: OVER COMPLICATION! Continue reading →
Subtitle: Does the Cloud Have A Magical Silver Lining?
More companies are looking to the cloud for a fast implementation of CRM. Recently even Sage PLC (the makers of Sage CRM) announced they are moving to SalesForce.com (http://www.sage.com/media/press-releases/2015/02/26/the-sage-group-plc-announces-global-agreement-with-salesforce). When confronted with the news, my brother and work colleague commented, “aaah, but the Cloud has a magical silver lining that fixes broken processes too.” Continue reading →
In their haste to increase user adoption and achieve ROI from CRM, executives sometimes set-up roadblocks to their own success. That’s right, company executives can frequently be the speed bump hampering their CRM success.
How can this be? The issue to companies’ lack of success with a CRM implementation comes subtlety after implementing a CRM software. For some reason, with the implementation of CRM software, companies shift the focus from results to CRM software utilization. Let me give you four examples: Continue reading →
CRM companies and vendors alike like to paint a rosy picture that if you implement CRM you will see more sales, longer customer retention, and higher customer satisfaction ratings. The list of CRM promises is endless. In fact, some online CRM systems purport that CRM is so simple you can “do-it-yourself” for just $120 per month per user. Simply upload your customer list and you will have CRM success. Continue reading →
Companies love technical change! It’s usually quick, and it is simply a matter of people, within an organization, putting in place solutions for which they know the answers. This is very true with CRM. We believe we know the answers, so we simply need to implement software as the solution. Once CRM software is implemented, we simply need to change people’s behaviors and BINGO! we have CRM. Therefore, when we face issues with CRM, we focus on modifying the software, improving processes, providing training to improve skills, and doing the right things right. Continue reading →
It is fitting that I am writing this blog during the football season, because I enjoy playing fantasy football. In fact, I enjoy it so much I am in three different leagues on two different fantasy football websites (NFL.com and ESPN.com). While both websites have their good and bad points, they both have one thing in common: multiple ways to access my team! For both they have a full-blown website, a mobile version of the website, and an app for my Android phone and iPad. Continue reading →
In their first implementation of a CRM system, many companies implement software with the expectation that their people will use it and will naturally work it into their processes. Immediately after the implementation, they are elated; people used it! Success! Then the demands of their users’ everyday lives hit and CRM takes a back-burner to “getting work done.” After a couple of years of haphazard usage of CRM, nobody trusts the data, and the CRM system is deemed a failure. Continue reading →