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Relationships - then and now

Gill Walker in conversation.

      

In this conversation from 2012, Gill shows how a CRM solution can enable your users to give your clients the relationships that they crave.  This enables improved customer service and hence improved customer retention. 

The changing role in technology is contrasted against the unchanging need to have relationships with our clients and suppliers, and in the modern world, technology can help give back what superficially it has taken away.

Published by Gill Walker


Who is Gill Walker?

Gill Walker is many things:

  • She is an author who loves spreading knowledge of CRM and specifically Microsoft Dynamics 365 via articles such as this;
  • She is an expert consultant who has been helping her clients with their Microsoft Dynamics 365 (and previously Microsoft Dynamics CRM and Microsoft CRM) challenges since 2002;
  • She is a professional trainer who shares her wide knowledge of Microsoft Dynamics 365 with her training delegates – so they can implement and manage their Microsoft Dynamics 365 more easily and effectively;
  • She is a speaker who shares her knowledge of varied CRM topics with her audiences;
  • She is a troubleshooter – who helps organisations with their sticky problems.

Please feel free to contact her via linked in (https://www.linkedin.com/in/crmconsultant/) or email (This email address is being protected from spambots. You need JavaScript enabled to view it.).

Read more: Relationships - then and now

Recently I sat down with TheBigSmoke to talk about my role at Opsis and other factors that have shaped who I am as the leader of Opsis

TBS MEET A CEO
COMPANY: OPSIS
DATE: 13/12/17

TBS - Hi Gill! You are the CEO of Opsis, a Sydney-based boutique consultancy firm. You’re known as the CRM ‘fix it woman”.  In layman’s terms- what exactly is CRM and why is it so important?

CRM stands for Customer Relationship Management. Customer Record Management is another name, used often when the focus has been more data rather than the relationship between the two sides. CRM has to be seen as a solution and I like to think of it as follows: CRM helps the people who are helping your customers, know what they need to know, when they need to know it, to get on better with your / those clients, throughout the lifetime of the association between you and them.

tbs 315 cr

 

Read more: Gill Walker was interviewed by TheBigSmoke

CRM - Why?

Why small businesses need a CRM solution 

In this presentation, part of InnovestSME's "Start Up Business Ownership certificate", on 9th December 2017, Gill highlights some of the key functionality that successful CRM should deliver to any business.

This presentation shows the owners of start up, owner-operator, small businesses who have little experience of CRM how a CRM solution is essential to their success - now and in the future.

The concepts covered include:

  • Why all businesses should include a CRM solution as part of their strategic plan
  • Different meanings of CRM
  • Benefits that successful CRM - regardless of the technology selected - will bring to you

 

 

Published by Gill Walker


Who is Gill Walker?

Gill Walker is many things:

  • She is an author who loves spreading knowledge of CRM and specifically Microsoft Dynamics 365 via articles such as this;
  • She is an expert consultant who has been helping her clients with their Microsoft Dynamics 365 (and previously Microsoft Dynamics CRM and Microsoft CRM) challenges since 2002;
  • She is a professional trainer who shares her wide knowledge of Microsoft Dynamics 365 with her training delegates – so they can implement and manage their Microsoft Dynamics 365 more easily and effectively;
  • She is a speaker who shares her knowledge of varied CRM topics with her audiences;
  • She is a troubleshooter – who helps organisations with their sticky problems.

Please feel free to contact her via linked in (https://www.linkedin.com/in/crmconsultant/) or email (This email address is being protected from spambots. You need JavaScript enabled to view it.).

Read more: CRM - Why?

What type of Microsoft Dynamics 365 project best meets your needs?

project sm

Are you planning a Microsoft Dynamics project?  Or perhaps you are already in the middle of one?  Perhaps the key decisions rest with you?  Perhaps you inherited a project?  As you have probably realised, not all projects are created equal. Some projects are amazingly successful and deliver huge benefits to the organisation. Some projects are less successful, and some are downright awful.

Knowing what the nature of project that will meet your needs is, is a big step on the way to project success - now and into the future.   Given that up to 80% of projects fail, and 14% of CEO's would junk their current CRM, this is a good start.  Knowing the sort of project helps you find the best mix of resources for your project, to manage your timeline and to set expectations.  It will also help you deal with 'doubting Thomases', who tell you that your project should take less time or more time or be done differently or use specific people, just because that is how another project was done.

If your project is feeling confusing, like an abandoned rubik cube, perhaps is it because the type of project is unclear. rubikcube2 sm 

Often the decision makers have thought about:

  • Pricing - fixed price or Time and materials?
  • Resourcing – in house or external; onshore or offshore?
  • Methodology - Waterfall or Agile or Surestep?
  • Cloud or on premise?
  • Tender or not?

but not given much consideration to the overall project type. However this is hardly surprising as this is rarely spoken about, especially by vendors.  Although the project type is not hard and fast, knowing the type helps enormously in planning.  

The type of project that suits you will vary depending your current situation - do you have some Microsoft Dynamics 365 deployed, or is this your first steps on this journey?  Do you already have licences?  Are you totally responsible for the project in its current state, or have many (or all?) of the people involved in the project previously moved away?  How much expertise do you have in your organisation now, both technical and user?  Can you access current design documentation?

Read more: What type of Microsoft Dynamics 365 project best meets your Customer Experience needs?

Why 14% of CEOs want to junk their CRM and start all over again

According to Gartner, 63% of CRM implementation projects fail to deliver on their investment.

crm project failure

Many organisations report CRM systems need to be re-implemented three times or more just to get it right!

And…

14% of Managing Directors want to junk their CRM platform and start over! From our experience rescuing implementations and projects, we’re surprised it’s not higher.

Why do so many businesses implement CRM so badly?

We’ve identified 6 key reasons why CRM projects fail. We see these again and again.

So what are these six reasons?

Read more: Why 14% of CEOs want to junk their CRM and start all over again

Cornerstone cr

 

Training is the cornerstone of CRM success

CRM projects, be they based on Microsoft Dynamics 365 or other technologies, are not easy.  The biggest challenge is not the technology but the change management.

And the secret to this change management is effective training.  Many people in your organisation will be asked to do new activities during your CRM project.  They can can only be successful with these, if they receive effective training. Effective training is training that brings about a change in behaviour - not just an accumulation of more facts.  A change in behaviour will not be achieved if the training is rushed, if the training is not highly practical and interactive or if the training is not relevant to the roles of the people involved.  I talk more about failure rates here .

For most people responsible for delivering a project such as CRM, there will two measures of success. Firstly that the solution delivered, delivers on the goals set out for it, and secondly that the users use it, and use it in the way that was intended so that the automation and reporting works as expected.

Typically, the goals of a CRM project will be based on the following:

  • Increases in sales, or better still, profits
  • Improved visibility of information across the organisation
  • More coherent processes flowing across different teamsSuccessfulCRMincreasesales
  • Easier reporting, especially reporting which combines data from multiple parts of the organisation
  • Improved interaction with customers
  • A better customer experience when customers are dealing with the organisation
  • Reduced data entry of customer data – data is entered once and flows from its point of entry to everywhere that it is needed.

Any true CRM technology can deliver on all of these goals. But to achieve them requires many things:

  • The solution must be designed to take maximum advantage of functionality of the selected technology
  • People designing the solution should consider multiple possible solutions before making their final decision about how to implement each feature
  • The ownership of the project should not be outsourced – formally or informally – from the organisation
  • The people involved in the testing must know about the functionality of the technology and about the processes being delivered as without both of these the testing will be inadequate
  • Everyone involved in the project should receive the necessary training

Read more: Training is the cornerstone of CRM success

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Contact us

Getting in touch with us is easy - we'd love to hear from you

Phone: +61(2) 8212 3480

Email: opsisinfo(at)opsis.com.au

Skype: opsiscrm

Postal address: GPO Box 2479, Sydney, NSW 2001

Office Address: Suite 1a,
993 Pacific Highway,
Pymble, NSW 2073

We're ready for Dynamics 365 CE v9. 
Are you?

Microsoft Dynamics 365 CE v9 training in Sydney

Opsis' training materials now cover Microsoft Dynamics 365 CE v9 so you learn the new features - as well as the existing material.

Sales & Marketing in Dynamics 365 - 7th February

Configuration of Dynamics 365 - 12th February

Automation of Dynamics 365 - 16th February

Troubleshooting Dynamics 365 - 19th February

Opsis Dynamics 365 Training schedule

Opsis also offer training on your site and other Microsoft Dynamics 365 and Microsoft Dynamics CRM training solutions.


Opsis is an expert Microsoft Dynamics 365 consulting company. Our focus is your Microsoft Dynamics 365 success - not licence sales or billable hours. As Principal Consultant, Gill oversees all business operations and strategic planning and execution, yet she still believes in offering personal attention to each and every client, so as to understand their needs and offer tailored solutions.  We are based in Sydney, with clients in Sydney, Canberra, Melbourne, Brisbane and across Australia.  We offer Microsoft Dynamics 365 strategy, Microsoft Dynamics 365 scoping, Microsoft Dynamics 365 implementation, Microsoft Dynamics 365 technical support, Microsoft Dynamics 365 advice and guidance, Microsoft Dynamics 365 training and mentoring.