Choosing CRM software – the dangers of recommendations – an addendum

February 22, 2014

In my last post I wrote about the dangers of recommendations when selecting CRM software, and I just wanted to add a few points that I didn’t cover last time out. Firstly, the post was very much in the context of the dangers of recommendations from other users of CRM, but I think it’s worth [...]

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Choosing CRM software – the dangers of recommendation

February 15, 2014

While recommendations from people we know is probably the biggest influence on our purchase decisions for goods and services, I’ve never been too convinced as to how well this works when choosing CRM software. As a case in point, I had a conversation this week with a business owner who was struggling with a recently [...]

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CRM and influencer management

February 11, 2014

Given how important influencers, (academics, industry analysts, journalists, bloggers, professional advisors etc.) have become, as their ability to make themselves heard has increased, and the ability of marketers to influence more directly has declined, I’m surprised how little use organisations make of their CRM platforms to support influencer marketing. For example, as consultant who helps [...]

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Dull maybe, but essential – the role of the usage manual in CRM implementation

February 4, 2014

Point 57 in the ’99 ways to get more out your CRM software’ was: 57. Develop a usage manual – does everyone understand how they should be using the system? Often different people will use it in different ways, and that impacts key outputs such as reports. Creating a usage manual will help define how the system [...]

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A worked example as to why process inefficiencies provide rich pickings for CRM technology

January 31, 2014

Carrying on my elaboration of some of the points in the ‘99 ways to get more from your CRM software’ post, point 69 suggested that you might consider reviewing your processes, rather dryly noting that: ‘analysing your existing business processes can be extremely insightful. You may find they don’t work quite as well as was [...]

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CRM’s role in aligning sales activity with opportunity…

January 26, 2014

As I mentioned in my last post, I’m in the process of fleshing out some of items on the ‘99 ways to get more from you CRM software post’, where brevity was a necessary constraint at the time. Item fifteen was about share of purse, and there was a bit of a back story which [...]

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Big, quick gains from streamlining your CRM system…

January 24, 2014

Early last year I wrote a piece entitled ‘99 ways to get more from your CRM software’. Given the nature of the post brevity was a necessary constraint, and over the next few week, or so, I want to expand on some of the points that I was only able to briefly describe at the [...]

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The many benefits of integrating customer support into CRM

January 18, 2014

While many organisations run some sort of customer help-desk or advice line, it’s surprising how often this function is supported by standalone technology rather than being part of the main CRM application. Given that most CRM applications have some level of out of the box case/issue management functionality, I think a lot of businesses miss [...]

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In case you missed them, a catch up on this Autumn’s CRM stories

December 3, 2013

For those that want a quick recap or may have missed them orginally, here’s my take on the main CRM stories this autumn: An uneasy peace Perhaps the main headline in our round up of the summer’s news was the sudden and unexpected outbreak of peace between Oracle and Salesforce.com. The big question was would [...]

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In case you missed them, the top ten CRM software stories this summer

September 14, 2013

In case you disconnected from the world of CRM this summer, here’s a round-up of the main stories: Salesforce.com and Oracle – peace breaks out One minute Salesforce.com and Oracle were at each other’s throats, the next peace had broken out. Following a disappointing set of fourth quarter results that saw their shares drop 9%, [...]

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