Archive for CRM Strategy

Is It Time to Dump That Legacy CRM System?

Pile of Legacy System ComputersRarely 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…)

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3 Steps To Ensure CRM Data Accuracy

3 Steps To Ensure CRM Data AccuracyTo 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…)

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Preparing for Your Next CRM System

Preparing For Your Next CRM SystemThere are a lot of reasons why your business may be considering switching to a new CRM system. No matter how good a particular CRM vendor is, their product will never be a perfect fit for every business. Making sure that your company has the best tools for servicing your clients may require a change in your CRM vendor.
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CRM User Adoption: Directive, Not Discretionary

CRM User Adoption: Directive, Not DiscretionarySo 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…)

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The Difference Between B2B and B2C Customer Service

The Difference Between B2B and B2C Customer ServiceWhether 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…)

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How Good Leadership Can Increase CRM User Adoption

How Good Leadership Can Increase CRM User AdoptionWhen a business makes the decision to purchase a new CRM solution, or upgrade an existing one, that decision almost always comes from executive management. It may come as the result of feedback and requests from employees, but ultimately it’s up to the company’s leadership team to take action.

Where things sometimes get snagged is what happens after that initial decision has been made. The end goal of implementing a CRM solution is (more…)

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Make CRM Your Company’s Skunkworks Project

Make CRM Your Company's Skunkworks ProjectDeploying 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…)

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7 Simple CRM Housecleaning Tips

7 Simple CRM Housecleaning TipsHalfway 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…)

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