Year: 2010

I’ve just finished writing a fairly long magazine article setting out what I consider to be some of the most misunderstood aspects of buying and implementing CRM technology. I will publish the full article once it’s gone to print, but in summary the eight key areas I identified were: Misconception Continue Reading

I’ve enabled comments on the blog to accomodate the responses I’ve had on user adoption. As I think this is only available on new posts, please feel free to add any further comments on this topic here.

In my last post about getting people to use CRM systems I asked for input on anything people felt I’d missed, and I had a great response from Michael Whitlow at CRT/Tanaka. I hadn’t thought about difference in left brain/ right brain people before, but it’s an interesting point. I Continue Reading

I’ve spent the last few months putting together a survival e-guide for buying and implementing CRM software. It’s a combination of existing blog posts and new material, based on my last fifteen years on the front-line trying to help organisations get operational benefit from CRM technology. One of the new Continue Reading

I’ve started to keep a rough tally of late. I’d say a third of the companies I make a sales enquiry to don’t follow it up. A third do, but badly. And a third are pretty on the ball. Which led me to write this piece on CRM and lead Continue Reading

I was listening to an interview with Tony Hsieh when I was out running this week, and he was asked the question about the things he would have differently when Zappos was a start up. One of his responses was that he wished he’d rolled out the core values of Continue Reading

Someone asked me recently how long they should pilot their CRM software before they rolled it out to the rest of the organisation. Perhaps the best way to answer that question is to first identify when it does (and doesn’t) make sense to run a CRM pilot. There are two Continue Reading

The words had been thoughtfully picked out for me by the sender in yellow, but it would have been pretty striking without the highlighter. It was notice for an invitation to tender, and it contained the interesting condition that for anyone choosing to enter a cost of up to 2,000 Continue Reading

He was the last of the Mohicans. As I watched him he followed the prescribed process. The system hadn’t been well set up, so it was a prolonged and laboured procedure, but he followed it to the letter, key stroke after key stroke. This would have been great if everyone, Continue Reading

There’s an old joke that goes something like this: A man, driving through the countryside, stops to ask a farm worker for directions to a local town. The farm worker scratches his head thoughtfully, and after a while, says ‘you know sir, if I was going there I wouldn’t start Continue Reading