What vs. How E-mail

I recently received a call from a business owner who was extremely frustrated with his contact management database. He has a small office and several sales reps and assistants who were supposed to be sharing both contacts and calendars. But that was not happening.

puzzled
Are you puzzled by CRM implementation?

 

Not only were his reps getting errors on a daily basis but they were also losing data and scheduled activities.  Some feared they were also losing business.

After asking a few questions, I had a good idea what caused the problem because I had seen it all before. We set up an appointment and after visiting the office and logging into a couple of computers, I confirmed my original suspicions. There was nothing wrong with their software. It had just been "implemented" incorrectly.

Not that the software was installed improperly -- it was completely functional in its basic form. The failure was the way in which the the software was implemented  and configured for their particular environment. A trained technical consultant would not have made that mistake.

It only took a few hours to pull everything back together and set up the system properly and then they were back in business.

The key to Customer Relationship Management success is is not so much what software is implemented (although this is extremely important), but how it is implemented. 

A good consultant has the ability to listen to the customer, the experience to see the larger picture and the skill to recognize that the best solution for a client may not be the quickest, the least expensive, or the most technically appealing one.

Again, it's not WHAT solution you choose, it's HOW you implement that solution that can be the difference between a huge success and a dismal failure.
 
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