I’m sure you have read time management and other business quotes where the dialogue starts. “imagine you are at your own funeral….”
This week I attended the funeral of a friend that died of cancer. Many beautiful things were said about his success in his career and business interests, his devotion to his family and his love of cooking – and his vege patch. He was universally liked by everyone that met him.
Tragically his decline from good health took a very short 6 months. For those people whom work tirelessly seeking a way to treat and avoid cancer I wish you the best in your endeavours.
What can we learn from this? Live life, love your family as much as you can, enjoy everything you can, and make sure you end your day exhausted not bored.
When someone suggests they want a portal the very first question to ask is, “what does a portal mean to you”.
Portal, like CRM – and many other terms in IT – tend to be all encompassing words designed to solve a complex raft of problems.
“We can’t get to our information easily” “I spent ages trying to find a document that I know is here somewhere and gave up” “We have heaps of copies of the same document” “I want a dashboard or traffic light to let me know when problems have emerged so I can immediate action” “I am sick of signing in to lots of different systems”
There is actually a fair bit of complexity in this – but the answer seems to be Portal (or intranet / new enterprise content management system – take your pick).
Same with CRM:
“I can’t get a single view of our customers” “..no one understands who is doing what with whom” “I was trying to cross sell and they already told us they can’t buy it” “The client told me that they were already dealing with another of our divisions and our company should already have a heap of information on them already”
I was speaking with a friend today who was feeling pretty frustrated. You see, he had purchased a CRM software product for his business, but it wasn’t doing what he wanted. The vendor had considered that he had done his part – sell the product, install it on site, provide the user documentation, all thumbs up….
What the client actually needed was:
1. Assistance to clearly understand how to implement CRM as a strategy
2. Get the people on the bus committed to the approach
3. Define the new processes, and define these into an agreed requirements document
4. The vendor to configure the application to meet the defined requirements
5. The vendor to train the users and the administrator in exactly how to make CRM technology deliver on the CRM strategy
6. The vendor to come back and check / realign things after staff have been using it for awhile
My recommendation to you – if you have a complex business environment, or quite a number of people using the platform, be very, very wary of buying any software that runs across your business without buying implementation services (not just technical ones, but solid business analysis). See my post on people, process and technology for more on getting software implementation right.
SAAS CRM software products have been changing the landscape. There are plenty to choose from and I’ve looked at quite a number of CRM Software options including Sugar CRM and Salesforce. For my business I use and recommend Capsule CRM and have implemented it for many of my clients. In some cases for smaller companies and consultants, they have used the product for 12 months or longer without hitting a purchase threshold. It is low cost, from $12 per user per month.
What I like about Capsule CRM is that it is lightweight – it has what you need and no more. Integration with Google Apps is a winner as well, allowing me to get more done and churn through email from Gmail.
If you have found yourself in a situation where the process seems to change, accountabilities are uncertain and deadlines are missing, then perhaps you have a people, process and technology problem. Getting all 3 aligned is absolutely essential to ensuring a change process will work.
And they have to be resolved in that order.
1. People – what are the key issues: who owns the process, who is involved, what are their roles, are they committed to improving it and working together and importantly are they prepared to do the work to fix the problem
2. Process – a process can be defined as starting with a trigger event that creates a chain of actions that results in something being prepared for a customer of that process. Starting at high level and identifying the key big steps is important to see the process from end to end. Then moving into more detail to capture the various layers involved and various exceptions. Focussing on the high frequency (Pareto principle) transactions can have significant benefit to standardising the process. But also remember that it can be the non-standard transactions where service is slipping most or the potential for significant failure in the process may exist.
3. Technology – Now that people are aligned, and the process developed and clarified, technology can be applied to ensure consistently in application of the process and to provide the thin guiding rails to keep the process on track – to make it easier to follow the process than not do so.
Of course there is much more to getting a technology project right – but get the above 3 sorted out and you will be a long way down the path to project success.
Got any experiences or tips you’d like to share? I am keen to hear from you, so please add a comment….