Diagnose, design and deliver…

I’m not too far into Jeff Thull’s ‘Mastering the Complex Sale’ but picked up several points which resonate with how we see the world. To quote Jeff:

‘Even if your customers could Diagnose their problems completely and Design optimal solutions, they may not have the ability to implement the solutions and Deliver the expected results to their organization.’

I think he absolutely hits the nail on the head. Taking CRM – the technology is so multi-faceted that most organizations fail to fully diagnose what problems the technology might potentially solve. They generally fail to design systems that are appropriate to addressing the identified problems, and even if they get the previous two right, delivery (implementation) of technology is still a major problem.

I’m not sure we will ultimately agree on the solution to the issue – I’ll know in a chapter or two – but insightful reading anyway.

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