How to document requirements for a CRM system – part 4

November 30, 2014

In the fourth of this series of posts about CRM requirements gathering, I wanted to cover content. So what needs to be included in a CRM requirements document? The following covers the main areas I’d hope to see: Approach This section sets out how the requirements were gathered, and, importantly, who was involved in the [...]

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How to document requirements for a CRM system – part 3

November 23, 2014

I promised in last week’s post that this week I’d set out my views on what should be included in a CRM requirements specification. However, I’m going to put that on hold for a week. I realised there were some points that merit some articulation first. So, to help set the scene, here are a [...]

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How to document requirements for a CRM system – part 2

November 16, 2014

In last week’s post I covered some of the common problems with specifying CRM requirements. In this post I want cover purpose. In other words what are we trying to achieve with a CRM specification. In this respect, I believe there are five key objectives: 1. Identify suitable technologies – by setting out the functional [...]

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How to document requirements for a CRM system – part 1

November 10, 2014

As an independent CRM consultant I get to read a lot of CRM requirements documents, and it seems to be an area that most would-be buyers of CRM technology struggle with – probably because there’s little guidance out there about how to approach the exercise successfully. This would be less of an issue if this [...]

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Last quarter’s CRM market news in 60 seconds…

July 19, 2014

In case you missed them, here’s my 60 second bullet point round-up of the main CRM software stories last quarter: April Salesforce.com take a cue from Amazon’s ‘Mayday’ customer support feature on the Kindle Fire to add a new SOS capability to its Service Cloud which enables customers to be connected to a support representative [...]

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Getting closer to the coal-face to get more out of CRM technology…

June 7, 2014

I’ve been having one of those ‘I’d long known it was important, but I’d forgotten just how important’ moments in recent weeks. One of our clients has recently gone live and, in the absence of a colleague who was away on honeymoon, I found myself providing go-live support which involved parking myself in the midst [...]

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Are people really using your CRM system? Six ways to find out…

May 26, 2014

If you’re not sure how well your CRM system is being used, here are five ways to find out: Look at usage stats If people aren’t using the system, it’s not going to be adding any value, so a good starting point is to understand usage patterns. Most CRM applications will allow you to query [...]

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99 ways to get more from your CRM software – new ebook

May 17, 2014

Last year I wrote  a series of posts called ’99 ways to get more from your CRM software’. They were designed to help existing users of CRM to find new ways to get value from their systems. In order to make the content a little more consumable I promised to consolidate the posts into a [...]

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A quick introduction to social listening, its benefits, and integration with CRM

May 11, 2014

With Microsoft recently announcing that social listening will be a key component of its spring 2014 release, following last year’s acquisition of Netbreeze, and Salesforce.com’s Radian6 already a well-established part of their marketing cloud, social listening capabilities are set to become an increasingly important part of the CRM portfolio. But what is social listening and [...]

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Sixteen things you should be doing to maintain the value of your CRM system over the long term

April 27, 2014

So you’ve invested in new CRM software and successfully overcome the challenge of user adoption. What now? Here are sixteen things you want in place if you are to maintain and grow the value of your investment: Administration – someone needs to manage the day to day running of the system, adding users, changing security [...]

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