You didn’t implement your current CRM by saying, “today, I am going to totally screw up our company.” It wasn’t your goal to add more work for your sales team. You didn’t decide to implement a software system that was not in alignment with your company goals and vision. You didn’t say to yourself that culture and process have nothing to do with CRM. No. You implemented with visions of CRM success. So what happened? Continue reading →
Implementing CRM is not the same as implementing an accounting package or an email system. An accounting system is used for tracking financial information for internal and legal reporting purposes. The number of users is generally limited to those who understand accounting practices, and generally accepted accounting principles (GAAP) are the foundation for the implementation. Email on the other hand is a communication tool, and also adheres to standards. CRM, on the other hand, is the wild-wild west of implementations. While there are some standards in the CRM industry, most of a CRM strategy is custom to the company implementing CRM. This makes buying a CRM system a custom process.
The first thing I tell my customers is this, “don’t implement a CRM system, if you don’t have a plan and honest, straight-forward goals for CRM.” Why? It will be a huge waste of time and money, since CRM is so much more than an address book or a quote tracking tool.
Recently I was sitting in a cigar lounge enjoying a conversation with a professional-looking couple in town from San Diego. They had come to Green Bay to attend the Packers/Chargers game. Through billowing puffs of smoke, the question came up, as it typically does, “what do you do?” I replied with my standard, fifteen second answer, “I facilitate the adoption and implementation of CRM systems.” “I’ve heard of CRM,” he blurted, “that’s an electronic account list.”
I was aghast. I thought this guy was a professional. Surely he didn’t just say that CRM is an “electronic account list.” This man, a professional, or so I thought, turned out to be a CRM redneck. I was certain the next words out of his mouth were going to be “yuuuup,” and “get’r done.” All I thought about the rest of the evening was Jeff Foxworthy type jokes, except that instead of, “you might be a redneck,” jokes, they were “you might not understand CRM,” jokes.
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 →
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 →
So, you’re thinking about switching your CRM system for another one. Maybe you’ve outgrown your current CRM system. Maybe you’re looking to lower recurring payments. Maybe your users don’t use your current system and blame it on the software.
Whatever the reason you are considering switching, CRM switches can be a very successful boost to your company or huge flop. Considering the following will help with the transition and hopefully tip the scale to the success side: Continue reading →
I have been preaching for years that only about 10% of CRM is about technology; the rest is culture (60%) and process (30%). This means that the traditional method of software procurement (typically an RFQ process) is inconsequential in determining CRM success. There are three simple reasons for this: Continue reading →
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 →