3 Undisputable Truths about Implementing CRM

3 Undisputable Truths about Implementing CRM

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 →

Top 4 Things Executives do that Kill CRM

Top 4 Things Executives do that Kill CRM

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.

Dead CRMHow 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 →

The best delivery method for CRM

The best delivery method for CRM

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 →

CRM Implementation: Fool me once, shame on you …

CRM Implementation: Fool me once, shame on you …

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 →

The Big Lie about Forecasting

The Big Lie about Forecasting

I was with a customer last week that is using CRM for “accurate forecasting.”  Let me say, before I go any further, that I believe that CRM can help with forecasting.  In fact I believe it can “greatly improve” forecasting.  However, I do not believe there is any such thing as “accurate forecasting.”  Let me explain:

First, for those of you who know me, I believe words mean things.  Therefore , my first approach to understanding is to look up definitions.  So a simple Google search for the definition of the word “Accurate,” and you receive the following:

ac·cu·rate

/ˈakyərit/

1. (of information, measurements, statistics, etc.) correct in all details; exact.

Continue reading →

The 4 Es of CRM Success

The 4 Es of CRM Success

Whether you have a CRM system in place, or are looking to implement CRM, remember the 4 Es and you CRM success is almost assured.  Ignore them, and the only thing you will be getting from your CRM system is complaints and blame.

 1)      Enable

When you enable your users with CRM, you give them the means to accomplish their job.  It goes without saying that accomplishing this should be easier than without a CRM system.  If your CRM system is not an enablement tool for your users, it will be used only through coercion. Continue reading →

3 Crucial Business Trends to Plan for in 2014

3 Crucial Business Trends to Plan for in 2014

Business professors Gary Hamel and C.K. Prahalad have written about an experiment that was conducted with a group of monkeys.  It is a vivid story of failure.

Four monkeys were placed in a room that had a tall pole in the center.  Suspended from the top of that pole was a bunch of bananas.  One of the hungry monkeys started climbing the pole to get something to eat, but just as he reached out to grab a banana, he was doused with a torrent of cold water.  Squealing, he scampered down the pole and abandoned his attempt to feed himself.  Each monkey made a similar attempt, and each one was drenched with cold water.  After making several attempts, they finally gave up. Continue reading →

Utilization Frustrations With CRM … Why “Just Do It” Doesn’t Work

Utilization Frustrations With CRM … Why “Just Do It” Doesn’t Work

CRM ProfitIf you have a sales person who loves your CRM system, is excellent at updating deals, and is diligent at entering notes, I can bet one thing and win 99% of the time:  He or she is not your top sales person.  How am I so certain?  Most CRM systems are built with the end in mind (collecting data) on the means (enabling the sales person).

Let me be clear.  Enabling sales does not mean collecting data; enabling sales means providing data in the easiest method possible. Continue reading →

Increasing Sales Without Increasing The Size of Your Sales Force

Increasing Sales Without Increasing The Size of Your Sales Force

Day in the life a salesmanOn average, your sales people spend less than two hours a day selling.  This is according to Mark Ellwood, President of Pace Productivity Inc. (Mark’s report is here.)  Paul Vinogradov agrees with Mark in his post.  In fact, a simple goole search on how sales people spend their time will tell you that your sales people most likely spend the majority of their time on non-sales activities.  Continue reading →

The Unintentional Killing of CRM

The Unintentional Killing of CRM

Over my last fifteen years of facilitating CRM implementations, there are two programs that have been the unintentional death of CRM within many organizations:

OUTLOOK

In their efforts to implement a corporate calendar, increase mobility of CRM data, or simply to placate user’s demands, many organizations implement some sort of integration between their CRM system and Microsoft Outlook for the synching of calendars and contacts.  Often, this integration is clunky (a technical term for bloated and difficult to use) and fraught with issues. Continue reading →