When we think of CRM, many of us think of it as software that keeps track of customers. As I learned a couple years ago, CRM can be a powerful tool if used correctly. I also learned that everyone has a different definition of what CRM is and how to use it. However, may I stress again that communicating the importance of CRM to your employees is one of the keys to successful implementation of the technology. I like John Jantsch's view of CRM:
"I would say don’t just look at a CRM solution as a way to keep track of leads, think about it as a way to keep track of leads and improve the overall experience your prospects, customers and partners have with your organization. If you think that way, the cost of implementation might not seem as steep..."What's your view of CRM? What features should CRM have? Take this short survey that Duct Tape Marketing setup.
A CRM system should naturally and simply reflect the purchasing decision making of your customers. Key steps in the sales process need to mirror the steps that your prospective customer goes through when making a buy decision. Any disconnect between your process and the potential buyer's mindset begins to tread into the realm of the unnecessary.
PipelineDeals Simple CRM is an intuitive solution for companies who want to track their leads, sales, and ultimately enhance the experience their customers have with a company. Check them out.
Happy 2008!
Posted by: Nicolas Cary | January 8, 2008 7:09 AM | Permalink to Comment