There are over 100 different CRM Software packages. Why so many? Because companies (and sales-forces) have different requirements and each software product takes a different approach to solving them. So how do you know which software is right for you? This is a hard question to answer.
vendors don’t use the same terminology when describing their features
and functionality. So its impossible to compare one program to
course you don’t want to screw it up. That would have serious
ramifications on your job security. So learn from others who
managed to screw it up despite good intentions. By the way, you
might want to print this and put it where you’ll see it often.
Make sure the main purpose of your CRM system is to track Sales
Reps activities. You need a way to prove they should be working harder.
Emphasize the management reporting capabilities when explaining
to your Sales Reps why its important that they use the CRM to its
Don’t analyze your sales and marketing processes before you pick
your CRM Software. That’s a lot of work and will just slow you
down. The goal is to get a CRM package up and running as fast as
Don’t bother defining a method to measure the results of your CRM
implementation. After all its got to be better than the way
things were done before.
Don’t involve other departments. CRM is intended to improve
Sales Productivity. Other departments will have their own
interests. You don’t want those getting in the way of what you
need to get done.
If you want a successful CRM implementation, be sure to ignore all the advice above.
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The Secret Sauce:
3 Ingredients of CRM Success
Mr. Goergen is a Certified CRM Consultant for Inetium, LLC.
He has worked with a variety of industries including
Financial Services, Building, Entertainment, and
Inetium is an award-winning
Microsoft Gold Certified partner. Inetium provides technology
consulting services to organizations of all sizes throughout the United
recently worked with a customer that experienced a slower adoption of
CRM than anyone would want. As a CRM consultant with a lot vested in
the success of every project, I was forced to ask, WHY?
are the common characteristics of a successful CRM implementation?
Are there specific ingredients essential to
Every successful CRM implementation has at some level, three distinguishable characteristics.
the application has to do what it is intended to do. This may be
obvious and sounds easy but is really pretty involved. In fact,
this is one of the best reasons to hire a good partner to help with
your implementation. Getting the application to function so the
end user experience is noticeably better than their current process is
a requirement if the person
who sits at the end of the mouse is going to quickly make this application their own.
Second, there needs to be a strong corporate sponsor, who actively supports the move to
We all know people who adapt easily to change, and some for whom
change is frightening and painful. Virtually everyone who
implements CRM is coming from a previous system or process.
To move off their current process, there needs to be a
clear and repetitive directive from above - this is the tool we will use and here is why.
CRM needs to be integrated into the greater department or
organizational business processes so there is an impact on the
organization if users or management don’t use CRM as it is intended. If
there isn’t an impact on users to NOT use CRM, many will either not
adapt or revert to their previous methods. Integration can
be as simple as a report that is used to highlight sales activity.
There needs to be some actions to back up the corporate sponsors’
directive saying we will use CRM.
line, there needs to be a reason to use CRM beyond it being a nifty
application. That may be enough to get people started, but
to really make CRM an integral part of the organization, a nifty
application is just the first step.
The software must do what it’s intended to do
Sponsored and supported by Management
Ramifications for not using