It's that word 'should' that's the problem. According to research from Gartner, as many as 60% of all CRM implementations fail. So given that CRM systems can help in many aspects of sales and marketing, why do they go wrong?
If CRM systems fail in sales, marketing or both, you'll usually find a lack of user buy-in. Yes, things can go wrong technically, but technical issues can nearly always be overcome with the right software skills or changes to hardware. Products like Microsoft Dynamics CRM, Sage CRM, and GoldMine Premium Edition are established and proven CRM software. But if staff don't see clear advantages, find the system difficult to use, not right for them or that it doesn't seem to make their job any easier, it's a good bet the project will fail.
Reasons for lack of buy-in often start before anyone in the sales department, marketing department or even IT, has thought about CRM. Say for example, an operations department wanted a new planning system. Then someone noticed it's got a CRM add-on - "Great, lets get that for sales and marketing". Well, without taking an in-depth look at the sales processes, the company could well end up shoe-horning in a CRM add-on that does not meet the requirements of their business. If it doesn't do what sales staff want it to do and doesn't actively demonstrate any benefits, it will naturally meet with resistance.
But what if you've spent time choosing a CRM system that you know should be right for your company? It's suited to your business needs and sales and marketing processes, you know it can do what you want it to do and you've seen it work in other companies. And because it's software, it should be the IT departments responsibility: ask them set it up on your PC's and off we go. Job done.
Or not. It isn't the IT departments responsibility. You'll certainly need their help, but sales and marketing teams need to own their bit of the CRM system, and co-own the rest of it. And this means allocating time and resources from the beginning. Keep sales and marketing staff informed and listen to their feedback. Nearly every CRM system will need a degree of configuration to suit particular businesses needs. Leaving CRM software implementation to the IT department doesn't mean the project will fail, but could result in a system that needs a serious amount of amendments after the go-live date. This can immediately de-value the system in the eyes of staff, and there goes another chunk of user buy-in.
And whose idea was it to implement a CRM system in the first place? If the initiative has come from the top down, there may be fears of it just being a device for management to keep an eye on what staff are up to. Management (or any other staff member if the systems configured that way) can look at who's done what, when they did it, what's in their diary and what they haven't done.
Then there's task allocation. Other people can set you tasks, schedule your calls, put you in meetings and see what you've got planned. The system may even allocate some tasks automatically. This can generate a perception of time management being taken out of the hands of the individual, and fear of work overload.
These are natural concerns. They can all lead, directly or indirectly, to resistance to CRM system implementation. However, once the system's up and running, these fears usually vanish pretty quickly. Everyone's in the same boat. Errors in processes that could lead to individuals being overloaded will usually be identified during the business process analysis stage, and improving business processes is part of the benefits a new CRM system brings. Plus the various tools available in modern CRM software often result in a marked improvement in many staff members time management.
So what about other changes, like a perceived increase in data entry? Some CRM systems may need sales or marketing staff to type in information they didn't enter before. And yes, this can seem a hassle to some staff. However, it's important to capture this data and keep it in one place. Access to accurate, comprehensive information and elimination of duplicate data entry are two of the most visible benefits to show early on in a CRM project. Data has to be entered somewhere. All the information that was previously kept on pieces of paper, on spreadsheets, on individual laptops and so on, is now in one place, and entered only once. Old habits can be difficult to break but quick and easy data retrieval from a single source is a big win for everyone in the sales department, and a seriously big win for staff in the marketing department. Also, CRM software is improving and steadily making data entry tasks much easier.
From a business process point of view as well as a user buy-in one, it pays to get sales and marketing staff involved early on in the project. However, they also need time to give their input. Implementing a new system is not part of the day job, and the day job doesn't go away: a point which surprisingly often gets overlooked. It will need staff time allocated and covered, even if it's the odd hour here and there before the system's launched. You'll also need to give them time to adjust to new ways of working.
Few companies implement a new CRM system without working closely with a software reseller. However, CRM implementations are far more likely to fail if you choose the wrong one. Ideally choose a software reseller that specialises in CRM, or at least one that can provide references from successful CRM projects. Preferably they'll offer a selection of different systems so you can choose the most suitable product for your business. If not they may try to impose a particular software package because that's all they work with. Make sure they don't see CRM as an add-on to a larger or different system, or as an aside to their core business. Also, CRM system implementation is far more likely to succeed if your provider offers a range of services such as business process analysis, project management, support and training - not just software supply and installation.
A CRM system needs buy-in from everyone in a sales or marketing team. It can't be used by some staff and not others, or just used when convenient. It's often a cultural shift for a company, but the gains inherent in successful CRM implementation will (not should) be outstanding.
Concentrix is a leading UK Independent CRM Specialist. Formed in 1999, Concentrix provides a full range of CRM Software and related services, working closely with key providers including Microsoft, Sage and FrontRange.
Are You Getting Ahead With CRM News?
Consumers thinking of buying a product or service get much out of the latest news, customer reviews, and feedback. These give them an idea of both the consequences or advantages if they get a specific product off the shelf. If you are in the market for CRM software, CRM news and customer feedback can help sway your decision to buy or not to buy.
Buying Cars and Software
When you bought your Subaru WRX, you painstakingly looked up the car's details, features, and availability of spare parts in your area. You read up press releases about the car and its manufacturer to get the whole set-up in perspective. This is reasonable; cars are expensive, and money must be wisely spent on a gem of a car, not a lemon.
Likewise, you want the best technology for your business that speeds up work and assures a quick return of investment. Similar to purchasing a car, you want the assurance that the technology will work well according to your expectations. The latest CRM updates will help you understand what to look for in CRM software.
CRM news may not be comprehensive guides for software shoppers, but it does help to clear up some misconceptions about the software - that it is not a one-size-fits-all product. What is good for a bank may not work with the same efficiency for a credit card company. Just like your car. What satisfied the Jacksons may not be family-friendly for you.
If you're looking for comprehensive CRM information, you'll find websites that devote their space to CRM news. Everything about the technology, its history, features, and add-on applications can be yours in just one site. You can make immediate inquiries from the vendors because you are directed to their sites.
The CRM sites give buying tips and valuable advice to help you make the right selection before investing your money on the software. Vendors also want to make sure you make the most out of your money; they'll require you to list your business needs for CRM. You can even have custom-made CRM software if there is none available that fits the bill.
Aside from news, you'll find tutorials, product comparisons, CRM reviews, and software guides, which all help you understand the properties and features of the CRM software. Why should you put your money on something that stumps you? Where business is concerned, there's no room to make fatal mistakes. Money is money and businesses need all the resources to survive.
So make sure that you're talking to the right people. CRM experts and consultants can clear the way for you. They analyze the current CRM setup in your business, see what's best to run your CRM effectively, and design a program that can capture all your needs.
The Business Savvy Way
What's in it for you? Going through tons of information available, you'll find articles demystifying the CRM wonder software, the shopping pitfalls to avoid, and CRM glossary. CRM news is just one of the tools available to start you on your way.
If you're business smart, you'll pay serious attention to all CRM news, tidbits, tips, advice, and customer feedback. With these information, you can now sit down and talk with your staff about the changes in CRM work. Once the technology is available, your business is set to store and manage information and make business forecasts.
CRM news is not always about customers. It's about improving efficiency at the workplace. That's one way to go the savvy entrepreneur's way.