“Does CRM have functionality that enables it to become a habit for users?” Lack of user adoption has killed many an implementation. More than a decade and a half of research on Customer Relationship Management (CRM) systems has churned out consistently troubling failure rates for CRM implementations. Since Gartner’s 2001 study found a 50% CRM … Continue reading 6 Ways To Help Form a CRM Habit
You've designed a user friendly interface, automated as many processes as possible, tested the system to destruction and told everyone its on its way. Now its time to train the users. Here's 5 tips to help you deliver your session. The culture of using CRM Using CRM is different to your standard system where you … Continue reading 5 Top CRM Training Tips
Prevention is better than cure, so why wait until its all gone Pete Tong (wrong) before taking action? A project post mortem is carried out after the event when the damage has been done, we may sometimes take that learning into the next piece of work/project or, as in many cases, the paperwork gets put … Continue reading Want to Avoid A Painful CRM Project Post Mortem?
Now you’ve got a handful of processes, owned by a key team, you’re in a good position to start writing the spec. In this blog I'll cover 9 things you should consider. A good spec. lets suppliers and colleagues know exactly what the new system will look and feel like. It also helps the testing … Continue reading 9 Things To Consider When Creating a CRM Specification (spec)
In this blog ill walk you through process maps. Why you need them and things to consider. Process mapping might sound boring…but by understanding how your current processes work, you'll identify improvements and the work required to move it into CRM. There are hundreds of websites and books which go into detail about process/customer journey … Continue reading 2 BE or Not 2 BE That’s the CRM Process Question