Rarely does a week go by that we don’t hear from someone whose company is using a legacy system for CRM.
In many cases, there have been hundreds of thousands of dollars invested in the system over the years. There can be multiple integrations with other legacy systems.
A common problem with a legacy system is that sales user adoption is low. We often hear, “our salespeople enter their opportunities into CRM — but that’s about it.” (more…)
Customers are seeking an increasing level of control over their relationships with product and service providers. When they choose to interact with a business, they frequently do so with a preconceived notion of how the relationship will be structured. (more…)
To be of any use to your business, CRM data must have two key qualities: accuracy and accessibility. Without both of these qualities, whatever data you’ve collected (or think you’ve collected) won’t be as useful as you would like it to be. If you’re unable to access the data, you can’t use it. If you can’t trust the data, you shouldn’t use it.
Making sure your CRM data is accurate and accessible requires some planning on your part. (more…)
So here we are again with another discussion about CRM user adoption. It was only a few months ago that I wrote about how good leadership can increase user adoption, but a recent discussion we had with a prospect having difficulty getting his sales team to adopt the company CRM solution highlights another side of the issue. (more…)
Whether your business is focused on B2B, B2C, or a combination of the two, it’s important to understand some of the key differences between them.
While both groups have the same basic goal — to purchase a product — they typically have very different needs and motivations. These differences should be used to inform your customer service approach toward each segment. (more…)
Deploying CRM in a large business, or replacing a system that’s already embedded, can be a real challenge. It’s a worthwhile one, but sometimes the biggest hurdle is just getting the ball rolling.
When going through the traditional buying process, especially in large enterprise settings, CRM evaluation sometimes gets bogged down or halts altogether. (more…)
Halfway through Q4, and with the holiday season quickly approaching, a lot of B2B and non-retail related businesses often find things starting to slow down a bit.
During this winter doldrums period, rather than taking a few extra trips to the coffee maker, now is a great time to take advantage of the lull and do some CRM housekeeping. (more…)