The CRM Consultant | a blog about CRM consultancy

There might be more to CRM training than people think…

February 12, 2012

Over the years many wonderful CRM systems have been built, but rather less have been used, or at least used in a way that generates significant value. Persuading people to use CRM systems in a consistent and structured way, over a prolonged period of time, is challenging. While user adoption is about a lot more [...]

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The best approach to CRM training – In-house or External?

February 5, 2012

I’m in the process of putting a piece together on training on CRM systems, but as a quick preliminary I thought would walk through some of the options for training delivery, and their relative strengths and weaknesses: Externally delivered training This is generally by using the CRM vendor or implementation partner, though training can also [...]

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When we have CRM everything will be perfect….

January 28, 2012

Anyone involved with implementing CRM systems will be familiar with the conversations that go on in the background. A whole range of quibbles, gripes, concerns, and issues, are answered with the stock standard response, that of course when the new CRM is implemented, then quibble x, gripe x, concern x, or issue x, will no [...]

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Implementing CRM software using the concept of the Minimum Viable Product

January 21, 2012

There are a number of challenges and unknowns when implementing CRM technology. No matter how thorough your requirements gathering, one or many of the following may occur: Users fail to engage with the system Additional functional needs are identified to support business processes Users use the system in a different way to what was envisaged [...]

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Top 20 CRM blogs of 2011

January 16, 2012

Chris Bucholz has done an admirable job over the years of collating an annual top twenty CRM blogs, firstly at Inside CRM, then Forecasting Clouds, and now at CRM Outsiders. So, if you’re looking for additional blogs in the CRM sphere, then the Top Twenty Blogs Of 2011 is the place to go. This blog [...]

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Opportunities for CRM freelancers and consultants…

January 13, 2012

If you’re a good freelancer or consultant working in the CRM space in the UK, it may well be worth you passing your details on to us. We’re regularly asked for recommendations or to point people in the right direction, or we may wish to involve additional people in the projects we’re working on. If [...]

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The rise and fall of a CRM system…

January 8, 2012

Once upon a time there was a small department in a much bigger business who were exemplary users of CRM technology. They used their system to help manage all their key processes. The marketing team used it to precisely target relevant communications to prospects and customers to generate new leads. Those leads were logged, managed, [...]

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Reflections on CRM in 2011 and what to look out for in 2012

December 31, 2011

It’s been an interesting year on the CRM vendor front. Salesforce.com alone ensured it would never be a dull 2011. It felt like hardly a week went by without them buying another company. Acquisitions included Heroku, Dimdim, Assistly, Model Metrics, Radian6, and Rypple. They clearly have a bold vision of the future and it’s going [...]

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What is an independent CRM consultant – and what does independent really mean?

December 24, 2011

As I mentioned in my last post – what is a CRM consultant, there are – perhaps confusingly – a wide range of people who use the title ‘CRM Consultant’, but who actually perform very different roles in the world of customer relationship management. One species is the Independent CRM consultant, whose role is typically [...]

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