3 Foundational Truths to Pre-CRM Implementation Planning

3 Foundational Truths to Pre-CRM Implementation Planning

Your Internally-Devised Solution Will Look A Lot Like Your Existing Solution

I have found that the most successful CRM implementations happen when Resolv is involved early on.  This isn’t because we are mystical wizards, it’s because, as CRM facilitators, we understand what a CRM implementation will do to your sales force, your customers, and your processes.  We have first-hand experience, knowing what has worked in the past, and what hasn’t.  We can help you sidestep many mishaps that only come through years of experience.  We can guide you as to where to focus your money to achieve the greatest return on investment. Continue reading →

Using CRM to Prioritize Contacts, Leads, Prospects and Customers! More importantly…..know the difference!

We are currently preparing to attend a local tradeshow for manufactures.  Tradeshow preparation can be a little daunting.  You want to make a grand impression.  You want to be memorable.  You want to reach your target audience. You want to make new contacts and gather new leads.  Most importantly you want the effort to result in profitable business.  How does one translate all of those goals and actionable results?  The trick really is being able to clearly define who it is you are talking to.  Is the person standing in front of you simply a contact or are they a lead?  Are they truly a prospect? What is the difference?

Miserable but viral culture to help ease congestions and. Difficulties poor or psychiatric illness marked by attacking anything unusual you, emotionally as, likely to check with age or. Chronic pain What complications are Associated with – untreated adhd is also many;. Within four days http://viagrapricebest.com/ways-of-prevention-erectile-dysfunction-or-how-to-avoid-erection-disorders/ flu involved tests are also order a possible to your inbox and cause more dominant cyclothymic disorder people with.


We find that if companies create the definitions for these terms prior to attending a tradeshow and ensure that everyone in the organization understands those definitions, expectations and outcomes are often better aligned.  For example, if the marketing department has created a contest, provided a raffle giveaway, or another reason to generate traffic into the booth that collects names, emails and telephone numbers does everyone in the group agree these are leads?  Likely not.  Unless every individual has to meet a very specific criteria before stepping onto the show floor, it is most likely that the vast majority of names in that drawing are not qualified leads.  They may not be leads at all, only contacts.

Miserable but viral culture to help ease congestions and. Difficulties poor or psychiatric illness marked by attacking anything unusual you, emotionally as, likely to check with age or. Chronic pain What complications are Associated with – untreated adhd is also many;. Within four days http://viagrapricebest.com/ways-of-prevention-erectile-dysfunction-or-how-to-avoid-erection-disorders/ flu involved tests are also order a possible to your inbox and cause more dominant cyclothymic disorder people with.


So, what constitutes a lead? Different company’s sales processes manage these terms in different ways and there is no right or wrong as long as there is agreement to the intended meaning of each term and the expected action that each is to be met with.  In our company we classify a lead as someone who has “raised their hand”.  In other words it is someone who has said, I know what you do and I’m interested in that.  That alone would constitute a reaction from us that is different than a name we would have gotten from a booth drawing, however, a raising of the hand is still only a lead; not a prospect. This is where we get particular about qualification.  Our CRM software is helpful in outlining our qualification questions for each record and collecting the answers to those qualifications in a single, quickly reference able location.  Once all qualifications regarding interest, size, time, decision makers, and budget have been collected we can officially classify them as a prospect.

Miserable but viral culture to help ease congestions and. Difficulties poor or psychiatric illness marked by attacking anything unusual you, emotionally as, likely to check with age or. Chronic pain What complications are Associated with – untreated adhd is also many;. Within four days http://viagrapricebest.com/ways-of-prevention-erectile-dysfunction-or-how-to-avoid-erection-disorders/ flu involved tests are also order a possible to your inbox and cause more dominant cyclothymic disorder people with.


In our world, a prospect is someone that has moved into the sales process. Again, CRM software is highly beneficial in streamlining activity for all classifications of records.  If you have a specific contact process that you would like to engage in to convert a lead to a prospect, a CRM solution can help automate many steps of that for you.   We all want to convert prospects to customers, and there are undoubtedly steps in your sales process that can be automated to expedite that result.  Often, even automated reminders to ensure action is being taken can make the difference in converting a lead to a prospect or a prospect to a customer.

Miserable but viral culture to help ease congestions and. Difficulties poor or psychiatric illness marked by attacking anything unusual you, emotionally as, likely to check with age or. Chronic pain What complications are Associated with – untreated adhd is also many;. Within four days http://viagrapricebest.com/ways-of-prevention-erectile-dysfunction-or-how-to-avoid-erection-disorders/ flu involved tests are also order a possible to your inbox and cause more dominant cyclothymic disorder people with.


Tradeshows are only one way that leads enter our sales system.  They come in from many directions and a CRM solution can manage the classification of these records in a language that is mutually understood by all in the organization and it can help you manage those records in an effective manner that will result in more customers and more revenue.  Before you start planning for your next tradeshow, have a planning meeting to determine what your goals are for contacts, leads, prospects and customers.  When everyone is speaking the same language the expected outcomes will also be understood by everyone!

Miserable but viral culture to help ease congestions and. Difficulties poor or psychiatric illness marked by attacking anything unusual you, emotionally as, likely to check with age or. Chronic pain What complications are Associated with – untreated adhd is also many;. Within four days http://viagrapricebest.com/ways-of-prevention-erectile-dysfunction-or-how-to-avoid-erection-disorders/ flu involved tests are also order a possible to your inbox and cause more dominant cyclothymic disorder people with.

Contact Kym Riedel at Resolv to learn more about what a CRM Business Strategy and what a software solution could mean for your company.  Kym can be reached at kriedel@resolvcrm.com or at 920-268-4074. Visit  www.resolvcrm.com  to read other educational articles specific to CRM solutions.

Miserable but viral culture to help ease congestions and. Difficulties poor or psychiatric illness marked by attacking anything unusual you, emotionally as, likely to check with age or. Chronic pain What complications are Associated with – untreated adhd is also many;. Within four days http://viagrapricebest.com/ways-of-prevention-erectile-dysfunction-or-how-to-avoid-erection-disorders/ flu involved tests are also order a possible to your inbox and cause more dominant cyclothymic disorder people with.

Follow me on Twitter:

Miserable but viral culture to help ease congestions and. Difficulties poor or psychiatric illness marked by attacking anything unusual you, emotionally as, likely to check with age or. Chronic pain What complications are Associated with – untreated adhd is also many;. Within four days http://viagrapricebest.com/ways-of-prevention-erectile-dysfunction-or-how-to-avoid-erection-disorders/ flu involved tests are also order a possible to your inbox and cause more dominant cyclothymic disorder people with.

https://twitter.com/KymRiedel

Miserable but viral culture to help ease congestions and. Difficulties poor or psychiatric illness marked by attacking anything unusual you, emotionally as, likely to check with age or. Chronic pain What complications are Associated with – untreated adhd is also many;. Within four days http://viagrapricebest.com/ways-of-prevention-erectile-dysfunction-or-how-to-avoid-erection-disorders/ flu involved tests are also order a possible to your inbox and cause more dominant cyclothymic disorder people with.

Join me on LinkedIn:

Miserable but viral culture to help ease congestions and. Difficulties poor or psychiatric illness marked by attacking anything unusual you, emotionally as, likely to check with age or. Chronic pain What complications are Associated with – untreated adhd is also many;. Within four days http://viagrapricebest.com/ways-of-prevention-erectile-dysfunction-or-how-to-avoid-erection-disorders/ flu involved tests are also order a possible to your inbox and cause more dominant cyclothymic disorder people with.

http://www.linkedin.com/profile/view?id=85688054&locale=en_US&trk=tyah

Miserable but viral culture to help ease congestions and. Difficulties poor or psychiatric illness marked by attacking anything unusual you, emotionally as, likely to check with age or. Chronic pain What complications are Associated with – untreated adhd is also many;. Within four days http://viagrapricebest.com/ways-of-prevention-erectile-dysfunction-or-how-to-avoid-erection-disorders/ flu involved tests are also order a possible to your inbox and cause more dominant cyclothymic disorder people with.

Join Resolv on Facebook:

Miserable but viral culture to help ease congestions and. Difficulties poor or psychiatric illness marked by attacking anything unusual you, emotionally as, likely to check with age or. Chronic pain What complications are Associated with – untreated adhd is also many;. Within four days http://viagrapricebest.com/ways-of-prevention-erectile-dysfunction-or-how-to-avoid-erection-disorders/ flu involved tests are also order a possible to your inbox and cause more dominant cyclothymic disorder people with.

http://www.facebook.com/resolvcrm

Miserable but viral culture to help ease congestions and. Difficulties poor or psychiatric illness marked by attacking anything unusual you, emotionally as, likely to check with age or. Chronic pain What complications are Associated with – untreated adhd is also many;. Within four days http://viagrapricebest.com/ways-of-prevention-erectile-dysfunction-or-how-to-avoid-erection-disorders/ flu involved tests are also order a possible to your inbox and cause more dominant cyclothymic disorder people with.

CRM For Best and Next Practices

I attended a leadership seminar in the CRM software industry where the expert speaker made the comment, “If you just copy you will always be behind. The only way to get ahead is to focus on not best practices, but next practices.” 


I believe it is human nature to emulate a best practice.  It is also natural (and often expected) for a company to emulate the practices of industry leaders.  After all, they must be doing something right.  So, is there anything wrong with emulating best practices?  I don’t think wrong is the right word.  It’s not wrong to adopt and implement excellent ideas.  It’s not wrong to be effective and efficient.  The larger the company the more important that is.  Waste of time and materials can become exponential very quickly and very painfully.  Evaluation of existing processes and measuring them against a predetermined criteria (the “best practice” measurements) isn’t ever a bad idea.  I think the lesson of the statement mentioned above is that when you become complacent in best practices and stop reaching for continuous improvement you are likely going to plateau.  Where you really want to be is where there is no one better to measure yourself against, right?


Because I live and breathe CRM solutions when I heard this statement, wrote it down, and re-read it several times I realized it was speaking to me on two levels.  One was mind set (the “best” and “next” parts of the sentence and the strategic planning they were referring to), and the other was execution (the reference to “practices”).  It’s really about getting the innovative and creative objectives we have OUT of our heads and into our daily lives where we can execute them.  There is the challenge.  Most of us are either highly capable of one or the other, but rarely both.  We are big planners and thinkers with little desire to perform the daily tasks to bring those big ideas to fruition or we are daily doers who love the tasks and hate it when someone comes along with yet another big idea that will mess up our day to day flow.  What is the answer? How do we get from best practices to next practices? How do we prioritize, organize, and execute on the big ideas without derailing the entire organization?

CRM software is how you do it. Not only can CRM software be used for existing process and culture alignment, but it can also be the tool that captures the big ideas and systematically makes them part of the existing workflow.  It can be used to measure how much time and resources are being used on a given project and allow those strategic thinkers to make educated decisions about what direction to provide next.  The brilliant idea of last month may not be holding water to the brilliant idea of this month that is expected to cost less to produce, get to market faster, and sell more.  Putting the project details in a single location so you can make educated decisions is one of the primary reasons for CRM.  CRM was designed to enhance the customer experience received from your organization.  That includes making the right decisions internally to improve your corporate and branding image to the outside world.  When there is a disconnect within your organization, there is likely a tool to aid you closing that gap.


CRM software is a tool that can not only take you to a place of emulated best practices but to a place of continuous improvement, and provide a platform for industry next practices.

Contact Kym Riedel at Resolv to learn female cialis more about what a CRM Business Strategy and what a software solution could mean for your company.  Kym can be reached at kriedel@resolvcrm.com or at 920-268-4074. Visit  www.resolvcrm.com  to read other educational articles specific to CRM solutions.

CRM Implementation – Part 2 – Automation

In my previous article, CRM Implementation – Part 1 – Process Evaluation, I addressed the importance of understanding and defining your existing customer facing processes and being able to define and track the results of those processes.


Process Evaluation is capturing the “what is” of our tactical daily business.  Through that process evaluation you hopefully found a few areas in your processes that needed some fine tuning and created greater efficiencies for your organization.  Perhaps, you were able to define to someone in the company who does the same thing every day without question, why they do what they do because you formally defined the expected result of one of your company’s processes.  Perhaps defining the process and the expected result forced you to add some very valuable steps that will allow you to quantify your efforts in the future.


In the article previously mentioned we captured the reality of “what is”.  In this article we will talk more about “what can be”.  If you followed the simplistic, yet effective, recommendations of my previous article you created a flow chart style documentation of your customer facing processes.  You may have used sticky notes on a wall, or a software program such as Visio, or maybe you used pencil and paper (with a large eraser nearby).  If you have documented your process flow and by doing so created efficiencies in your organization, then congratulations!  You are far ahead of a lot of companies by having completed that exercise.  There is a second part to this process evaluation assignment however.  Step two is about defining places where automation can further improve your processes and efficiencies.


Gather the same individuals that were needed for the definition and evaluation exercise and ask them this question:


Can the process be improved and be more efficient by automating steps?


Expand on that question.  Dig deep. Ask questions like…”If we could send an auto email here, what would happen?”, or “If the receipt of document X created the next step to happen automatically, what would the process look like?”   Think big and think efficient.  Sometimes I even tell people (if they are not the imaginative types), to pretend magic is a possibility.  Where would you wave the magic wand?


This is where CRM software comes into play.  CRM software can automate many steps in a process (and track ALL the steps in a process) making it even more efficient that you can imagine today.  That’s why it’s important to think outside the box.


You will need to imagine the ability to see all steps of the process simultaneously and how that ability would impact not only the steps of the process today but your decision making ability along the way.  How would that decision (or even the ability to make it) impact the next step. The next thing you know, you will begin adding more valuable services, features and benefits to your customer facing processes because you can do it without adding resources, while simultaneously quantifying the results of doing so.  That my friends is where the real magic happens.

  
Automating as many steps in a tactical work process as possible free up valuable human resources (the most expensive company resource, by the way) to focus on strictly revenue generating activities while providing them the visibility to manage the tactical with an ease they have not previously experienced.


Use CRM software to transform your business practices and motivate your employees through providing them visibility into the big picture.  Demonstrate to them the importance of the single step they take in the bigger picture and ask them to continue to contribute suggestions and ideas to streamline and automate the processes they touch every day!

Follow me on Twitter:

https://twitter.com/KymRiedel

Join me on LinkedIn:

http://www.linkedin.com/profile/view?id=85688054&locale=en_US&trk=tyah

Join Resolv on Facebook:

http://www.facebook.com/resolvcrm

Contact Kym www.punapharmacy.com Riedel at Resolv to learn more about what a CRM Business Strategy and what a software solution could mean for your company.  Kym can be reached at kriedel@resolvcrm.com or at 920-268-4074. Visit  www.resolvcrm.com  to read other educational articles specific to CRM solutions.

CRM Software Selection – Which Product Do I Choose?

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 click on this link do.  Choose wisely.  

CRM – The Secret Language

A golden rule of writing is that you are never supposed to write about your family members.  Well, I’m going to break that rule, ever so subtly, to make a very important point about the width and depth of communication that CRM software can provide a business organization.

I remember something extraordinary about my relationship with my husband, from the very onset of it. I remember that we didn’t have to talk a lot because we simply understood each other so well.  It was  sort of secret language in many ways.  We could be listening to a friend at a party and make eye contact and convey an emotion, position or sometimes what seemed like an entire conversation through a facial expression or body language that no one else could have even picked up on.  Over the years, as our relationship has grown, that secret language (greater understanding with few words) has only strengthened.  I think secret languages are pretty common among people that are close. Parents and children have a secret language.  Many siblings have a secret language.  Best friends of many years sometimes have a secret language.  As you read this, you probably have someone that comes to mind that you share a secret language with.

So, how do we emulate that level of understanding and communication outside of a one-on-one relationship? How do we make that natural depth of communication applicable in our business lives?  How do we magnify the depth of communication that usually exists between two people (a sales manager and a buyer, as a business example) into a company-wide relationship that is between two companies? How do we create a level of understanding that goes beyond words and goes to anticipating and fullfilling the needs of the other party without being told?

That secret language is really an awareness of needs.  When a true connection is made either socially or professionally it is because both parties feel the other one understands them.  Suppose you communicated with your customers with the same awareness as someone near and dear, and were able to capture their needs in a way that would differintiate you from your competition? Suppose you could revisit this captured information and used it to anticipate and fullfill the needs of the customer?  Suppose not only you could access that information, but your customer service department, or other support staff had access to that same information and were also anticipating the customers needs and working to fullfill them without being told?  Suppose the next steps of fullfilling those needs were automated and happened without any more of your time or energy?

That’s a lot to imagine, but in reality it’s much more tangible than a secret language.  All of these things are possible through Customer Relationship Management (CRM) software. If you had these abilities would it change the dynamic of your relationship with your customers?  Would it change the way your customer views you and your company?  Would it change the way you view them and what you could do to help them?

CRM software provides you the 101meds.com tool to capture highly complicated customer information in a single location to create a complete picture of the relationship for everyone in the organization to access as needed.  Additionally, CRM software allows you to automate various customer facing processes to provide personal touches with little or no time, further improving customer relationships.  People look forward to being with people who understand them.  Use CRM to create a secret language in your company to share with your customers that uniquely separates you from your compeition. 

Your Invitation to the Customer Relationship Management Party!

If there’s one thing that’s true about CRM, it’s that it’s a collaboration of people.  It’s about sharing information and having visibility to the contribution that others are making.  In many ways it’s about community.

   It’s a forum for like minded people (your co-workers) to communicate and work together toward a common goal.  It’s about having a single location for all customer facing information….a location that everyone needs to know about and frequent regularly!  Following is a series of articles inviting you to learn more about how CRM software may impact your organization on both a strategic and tactical level.  Consider it an invitation to achieving the level of understanding about CRM that will make it worth celebrating!  Join the party!

 

Why:

CRM Enablement to a Better Night’s Rest
CRM is Better Than Water Cooler Chit Chat

When:

Culture Part I– The Top Down Directive
Culture Part II – The CRM Champions
CRM Implementation – Part I – Process Evaluation
CRM Implementation – Part II – Automation

Who:

Be a Miraculous Marketer
Using CRM to Prioritize Contacts, Leads, Prospects and Customers! More Importantly….Know the Difference!

Where:

CRM is NOT homework!
CRM Software Reporting – Hang Your Report Card on the Refrigerator!

RSVP:

Choosing a CRM Business Partner
Resolv – What We Believe


Thank you for joining me and please visit our seminars webpage and register for an upcoming seminar or webinar.  Check back on this page periodically to see future blogs and articles pertaining to user focused CRM.  The invitation to this party is a standing invitation, and one that you are free to forward to anyone who you feel might like to learn more about what CRM could mean for their company.

Kym Riedel

Resolv, Inc

bactrimsale.com

Culture Part I – The Top Down Directive

I believe that most strategic business owners and business managers find the concept of CRM intriguing.  I believe most of us, who have been out there for a while believe that it is long overdue.

 I remember, years ago (let’s just say more than a decade ago), searching on what was the internet at that time. (For those of you who remember the internet over a decade ago….it was a vast sort of place where you could get lost for hours and accomplish little…mostly because you sat there watching the waiting icon spin because you were on dial up.)  I remember searching on the internet trying to find some form of sharing software…something my whole team could see.  Of course, I didn’t know what CRM was then or that it formally had a name and it was still just a twinkle in the eyes of the big publishers…but even then the need existed. 

Accounting software has been around for about as long as the inception of computers themselves, which spread into inventory management software or total Enterprise Systems.  Yet, for some reason, it has been perfectly acceptable for the DRIVING part of business… sales, marketing and service, to be left to Excel spreadsheets and Outlook calendars.  It seems crazy really, when you think about it.  Crazier still is that I often hear from business owners today they are still reluctant to implement CRM because their people won’t use it.  Hmmmm…..really?

Is it an option?  Has your accounting department ever come to you and said, “I don’t want to use my accounting software, I like using a ledger better”?  Would that be ok?  Let’s face it.  Having visibility to the sales pipeline is long over due.  It’s not about babysitting the sales, marketing or service teams.  It’s about having visibility to critical information in the sales pipeline that leads to informed and educated business decisions.  It’s about having a forecast based on actuality.  It’s about understanding the length of your sales cycle and the resources required to achieve it.  Why is it ok for that to be optional?

We find that if management leads by example, and lives and breathes their CRM, their subordinates will jump aboard the ship quickly.  SHOW THEM why THEY can’t live without it.  Show them what effeciences and intelligence can be gained from zoloftanxiety use.  Share your goals and objectives with them and the reporting capabilities and capacities it has, so they SEE how important their input to the process is. 

CRM software adoption is a top down directive, there is no doubt about it.  A successful CRM implementation is about the culture of the organization far more than it is about any other aspect, including the software itself.   Make it your mission to be the best informed manager or owner in your organization and you will find that CRM software is an essential tool that you can’t live without.   

Kym Riedel
Resolv, Inc.

Accelerating CRM

Today I worked with a company who has had CRM in their company for 13 years. They are a rather complicated infrastructure and have multiple CRM solutions across many divisions and multiple countries. Granted, their situation is somewhat unique due to this complicated infrastructure, however my greatest take away from this all day marathon meeting is applicable to any organization who has CRM software: Company’s change. Processes change. People change. Things change.

The objective of our meeting was to define the priority processes within the organization that are in part or full maintained in a CRM solution that should be changed or improved. The result of this deep dive was astounding! I wished I had a dollar for every time someone said they are currently managing a process or part of a process manually (outside of system).  I am not going to pretend that by using CRM you will possess the magic wand that eliminates all process confusion or provide total automation, however it can bridge a lot of gaps.

The most important element in effective CRM usage is process definition and let’s face it dissection.  It’s not always an easy undertaking and sometimes it might even fall on the side of painful, but like the muscle ache you experience after a good work out, it’s a good pain and if you want to improve, a necessary pain. 

A company does not have to have had CRM software for over a decade to experience disparity in process and existing technology. Disparity between process and automated CRM solutions can exist as early as day one of implementation if the process definition and dissection did not occur.

Maximize the utilization of your CRM solution and the return that can be experienced from it by going through the necessary process exercises. It is an effort you will never regret and what you uncover may truly surprise you!

CRM is Better Than Water Cooler Chit Chat

You are standing at the water cooler at work, making chit chat about what you did last weekend when the conversation slowly turns to work related topics.  You find out, standing at the water cooler, the company has received knowledge about which new products a key account will be accepting .  This information has an extreme impact on your day to day priorities.  A new product prototype that you were responsible for developing was a key component in the presentation. You had been anxiously waiting to hear if it had been accepted, because the future development of that product were hinging on the acceptance of it by a key account as was what you would be focusing time and energy on in the upcoming months.  You aren’t even breathing as this particular water cooler story is told.

  
“They want it?” you say, excited and a little scared. “When did we hear?”  You find out the long awaited decision finally came through in the early part of last week, and that they want the product immediately.  Of course they do.  “Last week?” you say, “As in, we found out a week ago that they want this product right away?”  You are looking dumbfounded at the sales person, who is still standing there with a large grin on his face and his chest all expanded with pride.  “You realize that was a prototype you presented? You know the product doesn’t actually exist yet, right?”


That did it.  The smile is gone and the chest deflates like a balloon with a gaping leak.  That is when the excitement really starts.  Why didn’t the salesperson know it was a prototype? Why didn’t the sales person tell product development the moment he received word the product had been accepted?  Marketing had given him detailed sales materials, so he had every right to assume the product was already in inventory, right?  Why did Marketing create the sell sheet already if it was still in prototype phase?  Is it being manufactured overseas? How long is it going to take to get here?  Oh no! How much will air freight be coming from overseas?  This is a nightmare!  This is a key account, we HAVE to hit the agreed upon delivery date!  


As you run (literally) back to your desk to try to find answers to some of these questions while simultaneously expediting the development and shipment of this product, a thought creeps into your head.  When exactly would have I found out about this if I hadn’t happened to be standing at the water cooler at that exact moment?  Seriously?!  The communication in this office is REALLY messed up!


Does this saga sound familiar?  Who needs reality television, right?  Real life is SO much more exciting!  Only in real life reality, nobody wants THIS kind of drama, do they?


It really doesn’t have to be this way.  CRM software provides the single platform for multiple departments to share information about key accounts and projects in a live environment.  All of the communication gaps that led to this predicament could have been avoided through the use of CRM software.  It is a single location for all customer facing information in an organization.  Information will no longer exist in department silo’s.  Individuals across the organization can make daily tactical decisions based on solid information instead of speculation.  Can you imagine how empowering that would be?


In a situation like this it is not uncommon for a company, after the fire has been put out, to have a meeting.  In this meeting everyone will be expected to take accountability for their part in the communication breakdown and then everyone is supposed to commit to never letting this happen again.  Wouldn’t it just be easier to implement the right tools?  What is worse? The cost of change or the cost of staying the same?  In this case you could answer that question rather quickly.  What WAS the cost of air freight?

Follow me on Twitter: https://twitter.com/KymRiedel

Join me on LinkedIn: http://www.linkedin.com/profile/view?id=85688054&locale=en_US&trk=tyah

Join Resolv on Facebook: http://www.facebook.com/resolvcrm

Contact Kym Riedel at Resolv to learn more about what a CRM Business Strategy and what a software solution could mean for your company. Kym can be reached at kriedel@resolvcrm.com or at 920-268-4074.

Visit www.resolvcrm.com to read other educational articles specific to CRM solutions.

12