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Will You Add? - CRM: Culture or Technology
Public relations is important no matter what type of business you are in. Recently Landscaping companies have taken a public image hit due to their perceived use of illegal aliens for labor supply. It is important to re-establish such companies in the market place as safe and legitimate. One thing a landscaping company can do to propel positive public relations is to join the Neighborhood Watch Community and keep an eye out for the areas they work in.How can they do this? By contacting the community policing officer and letting them know you wish to be involved and attending neighborhood watch groups and homeowners association meetings. You see a Landscaping company can help protect properties while people are at work and they are doing their business. How so you ask? Well consider if you will the following observations of landscaping companies;LANDSCAPERS: In
While the piece went on to suggest a number of factors, we've experienced a number of key things in our work with clients that are worth noting.
First, we very much believe and have seen nu
Our last newsletter series discussed how a website can help grow your brand and your business. We’re going to shift gears a little and consider how we can sometimes get in our own way and actually limit our success.As business owners and professionals, we made the decision to open our business for many reasons. The first one is (or should have been) because we have a love of what we do. We want a worklife focused on what we love doing and what we’re most skilled at doing. The second reason is often that we want control over our lives: We don’t want someone telling us what we’re worth.We want to control our schedule. We want to control our life.We start the business and suddenly discover that, in addition to doing what we love, we also have to be the Purchasing Manager (looking for the best price on office supplies), the head of Facilities Management (making su
After examining the issue with some colleagues and experts in the field, it became clear that technology is an enabler, and as such amplifies what is already there, and what is not.
I don't think that that there is anyone in sales today that has not heard of, used or been impacted by a CRM package of one sort or another, be it a simple contact management application with some added functionality, to a top of the line CRM that fully integrate with other enterprise applications. Many companies will tell you of the disasters they have encountered rolling out a CRM, in fact an article in the February 1, 2002 Harvard Business Review: Avoid the Four Perils of CRM, stated that "55% of all CRM projects don't produce results", and went on to say that "According to Bain's 2001 survey of management tools, which tracks corporate use of and satisfaction with management techniques, CRM ranked in the bottom three for satisfaction out of 25 popular tools. In fact, according to last year's survey of 451 senior executives, one in every five users reported that their CRM initiatives not only had failed to deliver profitable growth but also had damaged long-standing customer relationships."
Yet by November 2004, one of the same writers in an article entitled CRM Done Right stated: "Senior executives have become considerably more enthusiastic about CRM. In 2003, Bain & Company's annual Management Tools Survey of 708 global executives found that firms actually began to report increased satisfaction with their CRM investments. In 2001, CRM had ranked near the bottom of a list of 25 possible tools global executives would choose. Two years later, it had moved into the top half. In fact, 82% of surveyed executives said they planned to employ CRM in their companies in 2003-a large jump from the 35% who employed it in 2000."
While the piece went on to suggest a number of factors, we've experienced a number of key things in our work with clients that are worth noting.
First, we very much believe and have seen num
What is it that stops someone from pursuing a dream?Fear!Fear is a great debilitator in the world of entrepreneurialism. It is fear that causes us to halt when we need to step forward. It is fear that views any risk as an insurmountable obstacle. It is fear that will keep the ‘dream’ alive only in the most private of thoughts.Eleanor Roosevelt once said, “You gain strength, courage, and confidence by every experience in which you really stop to look fear in the face. You must do the thing which you think you cannot do.”Eleanor spoke very wisely when she encouraged others to look fear in the face. So often we have the tendency to recognize fear and then allow that fear to grow until we can hardly breathe when thinking about it.Mrs. Roosevelt also provided the same encouragement expressed by Nike – Just Do It. She made no attempt to minimize
Yet by November 2004, one of the same writers in an article entitled CRM Done Right stated: "Senior executives have become considerably more enthusiastic about CRM. In 2003, Bain & Company's annual Management Tools Survey of 708 global executives found that firms actually began to report increased satisfaction with their CRM investments. In 2001, CRM had ranked near the bottom of a list of 25 possible tools global executives would choose. Two years later, it had moved into the top half. In fact, 82% of surveyed executives said they planned to employ CRM in their companies in 2003-a large jump from the 35% who employed it in 2000."
While the piece went on to suggest a number of factors, we've experienced a number of key things in our work with clients that are worth noting.
First, we very much believe and have seen nu
"Time" is the key word as it relates to money and software that saves and tracks time, increases efficiency and cuts project costs. Whether a company is small or an enterprise wide corporation, software that assists better time tracking, project time tracking and employee time tracking will ultimately increase your profits.By reducing the time spent on time sheet data entry and project reporting, your organization will see cost reductions and productivity increases, which equals money saved. Understanding where each individual employee's time is spent and realigning that time as needed to best suit the needs of the current project is a major step toward greater profitability. Another important key to implementing great time management is the ability to move resources quickly between projects and tasks without effecting existing time entries.The ability to acce
Yet by November 2004, one of the same writers in an article entitled CRM Done Right stated: "Senior executives have become considerably more enthusiastic about CRM. In 2003, Bain & Company's annual Management Tools Survey of 708 global executives found that firms actually began to report increased satisfaction with their CRM investments. In 2001, CRM had ranked near the bottom of a list of 25 possible tools global executives would choose. Two years later, it had moved into the top half. In fact, 82% of surveyed executives said they planned to employ CRM in their companies in 2003-a large jump from the 35% who employed it in 2000."
While the piece went on to suggest a number of factors, we've experienced a number of key things in our work with clients that are worth noting.
First, we very much believe and have seen nu
If you think brands are only for Starbucks and Oreos, think again. Every single organization - including your nonprofit - has its own personality, its own identity, its own set of characteristics.As the nonprofit landscape gets increasingly competitive, it's more important than ever to brand yourself by clearly conveying your organization's focus, credibility, and unique contributions. The benefits are many:BENEFITS FOR YOUR ORGANIZATION Branding makes it possible for you to differentiate your organization in the minds of your audiences. This differentiation is the basis of enduring relationships with multiple publics.Branding makes it possible for your organization to convey a consistent overall positioning while tailoring offerings for donors, volunteers, funders and other audiences.With the ris
Yet by November 2004, one of the same writers in an article entitled CRM Done Right stated: "Senior executives have become considerably more enthusiastic about CRM. In 2003, Bain & Company's annual Management Tools Survey of 708 global executives found that firms actually began to report increased satisfaction with their CRM investments. In 2001, CRM had ranked near the bottom of a list of 25 possible tools global executives would choose. Two years later, it had moved into the top half. In fact, 82% of surveyed executives said they planned to employ CRM in their companies in 2003-a large jump from the 35% who employed it in 2000."
While the piece went on to suggest a number of factors, we've experienced a number of key things in our work with clients that are worth noting.
First, we very much believe and have seen nu
Have you already fallen in love before buying that house? It doesn’t favor your position in the negotiation.Negotiating is sometimes (by adherents of economic game theory) compared with playing poker. When playing poker you do not show your cards. You look at your cards, and you follow the eyes of your opponents. Can you notice something?But if you are to negotiate you could show your cards.Think of buying a house. You can be open about what you favor about the house; the location, the amount of space, the classical or rather modern style, the fact that it has a fire-place, the kitchen, the fact that it is near your work, etc...The real estate agent or the owner of the house doesn’t know you. Buying a house from a friend is a different game with different rules. So let’s focus on the normal circumstances;the house owner -- and you. list of 25 possible tools global executives would choose. Two years later, it had moved into the top half. In fact, 82% of surveyed executives said they planned to employ CRM in their companies in 2003-a large jump from the 35% who employed it in 2000."
While the piece went on to suggest a number of factors, we've experienced a number of key things in our work with clients that are worth noting.
First, we very much believe and have seen numerous examples to support the view that Customer Relationship Management is a way of doing business. Most of our successful clients have a consistent view on Customer Relationship Management.
To them CRM is part of their culture, part of their corporate DNA. They see CRM as the proper alignment between software and process to effectively manage their relationships with their customers. The alignment is based on objectives:
Corporate objectives drive the sales organization's objective; which in turn are the foundation for regional/territorial objectives, and client objectives; when properly executed, these objective form the basis for each client/prospect interaction.
It is as much about process as it is about software. If you don't create a balance and alignment between the two, you will fail to manage the relationship with you key customers, and not derive much benefit from your investment. In fact we are working with a company that has spent in excess of $13 million dollars over the last 5 years implementing a CRM software with little tangible results to show in improved sales, increased productivity or understanding of their clients and how to mutually improve their relationship.
A study I read recently showed that over 80% of the CEO's surveyed said their sales organization had a process that was poorly defined or a process that wasn't being followed. A sales process is like a good map or a GPS if you will. Used properly it helps you determine where you are, if you are in heading in the right or wrong direction, also helps you plan what your "next step" should be to get to your destination. A well defined sales process gives a sales organization the same advantage. It should have logical and defined steps that allow both parties to develop a better understanding of each other and a
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