by Jim Berkowitz on September 9, 2010
Here’s some great advice from John Paterson, CEO & Founder of Really Simple Systems, CRM Systems, 10 Pitfall to Avoid:
One of the keys to making the most of a CRM system is getting the whole of the company to embrace it. If reluctant staff cannot see the benefit, and only enter the minimum data or simply ignore the new system, then the investment is wasted. Here are some suggestions to improve adoption:
How to get company staff to use the CRM System
1. At the top – ensure senior management use and are seen using and benefiting from it.
2. Choose a lead user in each department – somebody who both has a positive attitude to the CRM system and who commands their peers’ respect.
3. Give sales administrators ownership of the data.
4. Ensure all managers use the system as the prime source of information when it has been rolled out to their teams.
5. Use the system information to manage – reports only work if the underlying data is correct.
6. A CRM system gives visibility of the account manager’s prospects, contacts and opportunities – something some sales people might prefer not to reveal. You can introduce rules as sticks to encourage sales staff, but it may be better to use the new system to form part of a bonus structure.
Ten CRM System pitfalls to avoid…
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by Jim Berkowitz on September 8, 2010
by Jim Berkowitz on September 7, 2010
Here is some sound advice from Marketing Expert, Ardath Albee, 5 Things to Consider Before Using Social Media. Check out her complete post for much more on her five recommendations:
Many companies I work with today are enthusiastic about diving into social media. It’s shiny object syndrome at its finest. The problem I find most prevalent is that companies have no realistic idea about what it takes to launch and support a social media program.
It takes a lot more than creating an account and setting up a profile with the best of intentions to participate.
Here are 5 things to consider before you choose to add social media to your marketing mix…
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by Jim Berkowitz on August 31, 2010
Here is a synopsis of an interesting article by Lauren McKay about an Accenture report that reveals that while customer service investments in the two industries may be up, consumers remain less than thrilled with their experiences. Check out the complete source article for much more:
This game of finger-pointing has become all too commonplace in the high-tech and communications markets. The time is ripe, points out Joe Hughes, managing director of the customer service and support business with Accenture, for industry participants to step up and find a solution.
In Hughes’ latest research, he investigates customer service investments within the high-tech and communications industries and how — if at all — the increased spend is leading to increased customer loyalty.
Perhaps most surprising out of his findings, Hughes reports, is the statistic that 61 percent of communications and high-tech organizations say that they have been making investments to pump up customer service capabilities, while at the same time the majority (60 percent) of customers say they believe their service and support experience has declined with their current vendors. ”
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by Jim Berkowitz on August 25, 2010
Here is a synopsis of an excellent article by Jennifer Schiff, (@JenniferLSchiff), Vendors Reveal 10 of Their Top CRM Tips. Be sure to check out the complete source article for more on each of the following 10 tips:
eCRM Guide asked Salesforce.com, NetSuite and SugarCRM for their tips on what to look for when purchasing a CRM system, as well as advice on how to make sure employees actually use the system and get the most out of it. Here are their responses.
1. Keep in mind who will be using the CRM system and plan (and buy) accordingly. “Try to define your rationale for installing a system up front before you begin discussion with vendors,” suggested Scott Holden, director of product marketing at salesforce.com
2. Make sure your CRM software integrates with other key systems.
3. How will the CRM system handle critical customer data? When evaluating a CRM system, make sure to evaluate how the system is going to manage customer information.
4. Define objectives and set baselines before rolling out your CRM system.
5. Don’t skimp on training.
6. Choose which tools and features to implement with your sales force in mind.
7. Think big, but start small.
8. Customize wisely.
9. Don’t forget about incorporating social media leads.
10. Monitor progress — and setbacks.
Here’s several excerpts from an excellent post by 
