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The NASCAR approach to CRM

All of the coverage of the Daytona 500 got me thinking of how much two highly competitive 'sports' are alike:  sales and racing -- and what I call the "NASCAR approach to CRM project implementation".  As all race fans know, high performance, logo spattered vehicles are driven all afternoon, making continuous left turns at 200+ MPH, occasionally pulling into the pits for fuel & tires.  Those drivers are your sales team, driving their hearts out for the checkered flag . What keeps your sales team in the winners' circle race after race is the marketing, customer support and sales support your company delivers to those super stars - in other words, the pit crew. Let's take closer look at what happens in the pits - an acronym for "Planning, Implementation, Training & Support".  Without these four pieces most any software project will fail.     Planning     Because CRM projects can be so customized, the planning phase is critical to their success.  You should run whenever you hear the words "...just install the software, we can change it later."  Without a target or a goal, it will be impossible to measure any project, much less achieve success.     Implementation     There are many ways to implement a new CRM project.  On one hand you need to change the software to match the way you do business but you should not ignore benefits that additional features or business processes can mean to your business.  "We have always done it that way" is another phrase that should trigger a caution flag.     Training     Training seems to be one of the areas that many business tend to sweep under the table when it comes to software.  If you can use a mouse you should be able to use that new software shouldn't you?  Just click "Help".  Imagine the difference in your office if everyone was a "Power User".     Support     Once the project is launched and everyone begins using the new software, the need for continuing support becomes even more important.  You will need to make sure everything is on track and goals are being met (remember that planning phase).  Some re-training or re-focusing is common during the first several months after launch.  Monthly and quarterly project assessments are important to measure your success. So go out and grab that checkered flag!  And if you don't find yourself in the winner's circle often enough, give us a call... Let B & B Consulting be your "CRM Pit Crew".

 

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