A Faster Horse

A quote that is widely attributed to Henry Ford is the focus of today’s blog post.  The quote is as follows, “If I were to ask my customers what they wanted, they would have said a faster horse” –Henry Ford.  Whether this is actually a quote from Henry Ford is not my point, the point is that oftentimes self diagnosis and prescription does not return the proper results.
 

The Value of a Consultant

Let’s walk through this.  Two brothers own an ice cave and deliver ice to everyone in the town.  They have a horse and cart to deliver the ice.  The cart can hold enough ice for three deliveries, at which point they have to return to the cave to get more ice.  Seeing that there is only so much they can do with their slow horse and cart, they determine that a faster horse is the solution, and go out shopping for a faster horse.
 
This example is overly simplified, but it is repeated thousands of times every day.  People look at their problem, ask one question, and make a determination as to what will best solve the problem.
 
It may be that the brothers even brainstormed other possible resolutions:
  • Get a bigger cart (and return to the cave less often)
  • Get another horse and cart (and double their delivery capacity)
  • Offer discounts for those customers that wish to pick up their ice.
However, it is highly unlikely that either of the brothers in the ice business would have thought about inventing a truck.
 
Our solution to the problem is based upon our knowledge and we limit all resolutions to what we know.  Often we force a resolution to work because we cannot see any other possible solution.  This is where a consultant comes in.  A consultant adds to your knowledge and helps you to expand the possible resolutions to the problem.  Hopefully, a consultant will blow you away with their creative response to the situation.  The true value of a consultant lies in not just offering the solution that the customer is looking for, but in digging to the heart of the issue and providing the most effective resolution.
 
 

Luke Russell 

Resolv, Inc.

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A huge success.

While Resolv will be celebrating our tenth year anniversary this year, it is kind of fun to look back at what we have accomplished.  We have had many successes over the last 10 years, and it is exciting to see some of them published. 


Here are three recent success stories that we have had with Sage SalesLogix customers:

 

“We really appreciated Resolv stepping back and looking at our big picture. Sage CRM SalesLogix is now a usable and vital tool for our business.”

–Karen Roscoe, Product Manager, Bruker AXS

To view the whole story:  http://www.resolvcrm.com/images/stories/success/success%20story%20bruker%20axs.pdf

 

“Our business is based on relationships and Sage SalesLogix is the foundation. We have access to an enormous amount of data that allows us to provide an outstanding experience for our customers. Resolv has been instrumental in getting us where we are today.”

–Jason Kestler, President and CEO Kestler Financial Group

To view the whole story:  http://www.resolvcrm.com/images/stories/success/success%20story%20kestler%20financial%20group.pdf

 

“This was one of the smoothest implementations I have been a part of. The end result was so tailored to our business that everyone took to it quickly.”

–Ken Deering, Director of Customer Service and Facilities, Bay Tek Games

To view the whole story:  http://www.resolvcrm.com/images/stories/success/success%20story%20bay%20tek%20games.pdf

 

 Luke Russell 

Resolv, Inc.

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One big key to CRM implementation success and usage

If you desire a high usage of CRM after implementation, this blog post is for you …

 

Companies invest several thousands even several hundred thousands of dollars in preparation, customization, and implementation of CRM software only to find out that users do not use the system.  This is largely due to the system being a shift in culture for the users.  Users are so engrained in how they used to do it, and the CRM system, whether a change for the better or not, is new and different, and often overwhelming to the new user.  This is especially true for the sales user. 

By no means do I intend to degrade sales people in this post, and please do not take it as such, but the fact is many sales people (especially from my generation and beyond) are not high-tech computer users.  They use email, Excel (to an extent), and Word.  They do what they have to on the computer to accomplish their daily tasks, and that is pretty much the extent of it. 

What most companies do after a CRM implementation is to hold a “training” to teach the new users how to use the new system, and then they turn the users loose to go at it alone.  After all, it makes sense, right?  Contacts, accounts, opportunities, and notes are all a logical part of the sales process, so after only one training why would a sales person not take to it like ducks to water?  Because it is a lot to take in!  So, what do companies do when their users feel overwhelmed and confused by the new system?  They send reminders to their people that they are not doing this right, or they are forgetting to put that into CRM.  Rather than send the reminders, think about how you can better educate your users.

If you want your users to be comfortable using your new CRM system, you need to hold that initial CRM education, and follow it up with another in a few weeks, and another.  In fact CRM education should be a part of all sales meetings (at least quarterly) for the first couple of years.  After all, isn’t your goal to make your CRM system a natural extension of the user?

Can you imagine what it would be like if a professional athlete were hired by a team, given an introduction training to the teams plays, handed a play book, and left to their own from that point on?  I would not place any bets on that team ever having a winning season!  Whether you are a sports team or a multi-million dollar company, education and repetition is the key to success.

You have invested a large sum of money in your system and your people, true success can only come through education and repetition.  The success of your CRM implementation is proportional to the amount of education you invest after implementation.

 

Luke Russell 

Resolv, Inc.

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