IT systems consulting

CRM Systems

Turning CRM Data into Deep Customer Insights

The world is becoming increasingly personalized.  Frequent flier numbers and customer membership programs enable companies to track consumers' buying patterns; social media platforms and digital marketing channels enable them to know even more about our preferences and lives.  The door has been opened to inappropriate uses of this information, as evidenced by the "fake news" and Facebook/Cambridge Analytica scandals from the 2016 election.  But far more commonly, companies are using customer data in legitimate to personalize their communications with customers, with significant results. Customers are happy for you to know about them According to Accenture, 83% of consumers are willing to share their data in order to enable a personalized B2C experience, and 91% say it actually impacts their buying habits.  For B2B purposes, companies have long known there is easy access to public data about them, so any gain in efficiency is welcomed from suppliers who make use of [...]

CRM Adoption Needs Good Leadership as Much as Good IT

Over 90% of companies with dedicated sales teams have licensed a CRM system, and yet far fewer of these companies believe their CRMs are strategic in their impact to the top and bottom lines.  Quora got double-digits responses to the question "Why do salespeople hate CRM?"  "Why do salespeople love CRM?" had not been posted as a question as of the time of this writing. Why is it so challenging to get sales teams to use CRM systems? Contrary to some other commentators on this topic, I don't believe the problem of low CRM adoption is due mainly to the systems being overly complex, or salespeople having limited grasp of software generally.  Don't get me wrong; some CRMs are no doubt too complex, designed by techies without sufficient input from real sales teams, etc.   There are over 300 different CRM systems in the market today, and no doubt some are [...]

Guidelines for Selecting & Implementing an Enterprise System

A quick list of suggestions for evaluating & implementing enterprise systems... Consider the phasing/sequencing if you’re changing more than one system.  Modern systems have multiple modules with nice integration and package pricing (if you go for an all in one), but licensing and changing everything together ratchets up risk and organizational whiplash. Integration challenges are easy to underestimate and are often ignored by business leaders.  Be wary of “best of breed” thinking.  Structure your system evaluation as a single committee with an agreed approach to minimize political risk of choosing a standalone system for HRIS, Payroll and ERP because those leaders wanted the A+ solution their team loves, rather than an A- which integrates to all the others and gives you “one throat to choke” when something goes wrong. Get to a list of finalist platforms with market research (Gartner magic quadrant, vendor input etc), maybe watching demos on Youtube, [...]

By |2020-07-03T09:37:20-06:00March 24th, 2018|CRM Systems|