Imagine – in a recent sales meeting it was decided that your organisation really did need a CRM. All of your competitors, colleagues and friends now seem to use CRM. Some of them rave about how much easier it makes work, and a few grizzle about all the data entry. But there will always be some people who complain. You volunteered to take this project on – it cannot be that hard – after all it is only CRM – customers, addresses and some property viewing appointments.
Your boss – the Sales Manager – was really pleased as he really felt that it was something that he did not want to do. This was your chance to shine. Promotion beckoned.
Gill Walker says "I am too often distressed when I hear from people how they have taken been 'to hell and back again' by a CRM project". This is almost always because they missed one of the three key parts of the project:
In this interview with Rashid Kotwal, Gill Walker discusses those reasons, and how you can avoid the project failure caused by them.
Have you ever made these embarrassing business-damaging mistakes?
You may have a complex system with hundreds of users who need ongoing training. You may need frequent custom reports. You may be facing an upgrade, or an integration. Or migrating data from a different system after a business acquisition. You may be rolling out new functionality. You may just find that something isn’t working as expected and you need to fix it. Whatever the case, you need CRM support.
So what’s the best way to provide for it? Can your in-house IT team support your CRM, or do you need outside help? And if you are calling in an expert, should you have a contract or just pay on an ad-hoc basis.
The decision is different for each organisation, but here are some pointers to help you work out what’s right for you.
Losing sales is every salesperson’s dread. But a fundamental sales truth is “People buy when they’re ready”.
Your job, as a salesperson is to be in front of them when this happens.
If you’ve been in sales for any length of time you’ll know that it can take 5 to 9+ touches before someone becomes a client. But how do you know who is getting close to becomeing a client? How do you spend your effort where you will reap rewards, rather than just spin your wheels?
According to Gartner, 63% of CRM implementation projects fail to deliver on their investment.
Many people report that CRM solutions need to be re-implemented three times or more just to get it right!
Given our experience rescuing CRM implementations, we’re surprised it’s not higher…
Opsis is an expert CRM consulting company. We are not an IT company, nor a management consultancy, although we often work with both of these. Our focus is wholly CRM, and particularly Microsoft Dynamics CRM. We are based in Sydney, NSW, with clients in Sydney, Canberra, Melbourne, Brisbane and across Australia. Our range of CRM services include CRM strategy, CRM scoping, CRM implementation, technical support and CRM training.