CRM investment has exploded over the past decade with organizations big and small. However the value of CRM applications are limited to its weakest link. Hobbled with the absence of pervasive use. What can we do to motivate widespread adoption. Avoid mistakes. And measure its value.
CRM FAILURE -- something worth examining.
Like a traffic accident. And the curious rubber-necker stopping traffic to get a glimpse. Isn't it human to be drawn to the failures of others? We can identify with it. We can draw from lessons learned. And were more receptive to hearing the humility of personal experience versus the preaching of how-to's.
Understanding this behavior has its use for implementing change. Reverse psychology. Devil's advocate. The optimistic cynic. Whatever you call it - proactively addressing fears, uncertainties, risks, and reasons CRM fail communicates empathy and understanding at the very least with your user communities. You understand the challenges of their job. What's the old adage? Seek to understand before being understood.
In CRM, the accidents and horror stories are plentiful. And over the years, the speed at which one can make mistakes have accelerated. SaaS, Cloud Computing, and On-Demand CRM have accelerated the 'time-to-benefit' AND 'the-time-to-get-burned'.
I have witnessed three (3) sure-fire ways of failing to achieve CRM adoption. Enjoy the wreckage and hope this never happens to you.
Mistake #1: Ignore the Unique Culture of Sales
"Automating sales is like Herding Cats"
CRM FAILURE -- something worth examining.
Like a traffic accident. And the curious rubber-necker stopping traffic to get a glimpse. Isn't it human to be drawn to the failures of others? We can identify with it. We can draw from lessons learned. And were more receptive to hearing the humility of personal experience versus the preaching of how-to's.
Understanding this behavior has its use for implementing change. Reverse psychology. Devil's advocate. The optimistic cynic. Whatever you call it - proactively addressing fears, uncertainties, risks, and reasons CRM fail communicates empathy and understanding at the very least with your user communities. You understand the challenges of their job. What's the old adage? Seek to understand before being understood.
In CRM, the accidents and horror stories are plentiful. And over the years, the speed at which one can make mistakes have accelerated. SaaS, Cloud Computing, and On-Demand CRM have accelerated the 'time-to-benefit' AND 'the-time-to-get-burned'.
I have witnessed three (3) sure-fire ways of failing to achieve CRM adoption. Enjoy the wreckage and hope this never happens to you.
Mistake #1: Ignore the Unique Culture of Sales
"Automating sales is like Herding Cats"