CRM (Customer Relationship Management), one of the hottest strategies in business today, is the transformation of enterprises, large and small; regional and global; to become customer-centric, while growing revenues and profits.
You must CHOOSE the right consultant--so do your homework!
It’s impossible to succeed with a Champagne dream on a Beer Budget--so be realistic!
It’s critical to choose the right “professional", "experienced", ethical and responsive consultant—don’t necessarily use the first consultant who answers the phone (why DO people do that???--a good consultant may well NOT be sitting by a phone--they might be out working!!!)
It’s important to work with someone who knows NOT ONLY the sales side, but the in-depth technical side as well—they need to know BOTH (particularly with Act! 2007)
Success does not tolerate a part-time attitude--so make a committment!
"Designate” someone to do the internal administrative support—it will not run on “automatic pilot”--train the administrator--give them the tools they need to help you and your team. CRITICAL
Don’t put your consultant in a “box”—comply with the requirements for success
Provide a good, strong, "healthy" infrastructure and savvy internal IT support (or outsourced IT)
Create a “goals” worksheet and once a goal is accomplished, check it off. See it through!
THE HUMAN SIDE OF THE EQUATION:
Avoid the “fear” of change syndrome
Avoid cutting corners
Make an "investment"--isn't your success worth it?
Take your time—be thorough!
Avoid inter-departmental politics—work together and agree—no sabotaging!
Backing off at the first site of a problem doesn’t solve the problem
Remember,don't RUSH through things--it's a "journey", it's NOT an EVENT.
First of all…don’t eliminate training! (Why would one invest all that money and energy in a solution—and not train their people to leverage it?????)
Don’t expect to learn “everything” in your first training session—it took us years to know what we know---and we can't teach overnight! (reasonable expectations)
Don’t expect your employees to learn everything in their administrative session—they are supposed to support the system and "become" the internal expert--not know it inside and out! (but they'll learn) (reasonable expectations)
If you expect your administrator to "support" you, your team and the system...then don't cut them off at the knees...provide administrative training. (reasonable expectations)
No, sorry, you cannot dispense of your consultant after training—see line item above--it's still a journey--so plan to be able to call your consultant for years to come if need be.
Don’t assume that done is DONE --continue to improve and train
Don’t forget to plan enchancements/upgrades
Organizations (and individuals in them) who succeed are “focused”, “committed” and “motivated” to:
Build strong relationships (with their customers and their consultant)
Master the techniques of the tool
Increase their productivity
Distinguish themselves from their competition
Take control of their situation
Work not only hard, but strategically
Focus on the goal
Strive for consistency and results
Accept change—especially for the better
Grow with the tools (don’t get stuck in the past—your competition won’t)
Empower themselves and those around them on the team
Be dilligent in their efforts
And have FUN!!!
SO, why not print this out and share it with your team—and why not ask for everyone to buy in?
Remember, the purpose of technology is to help define, perfect, and monitor your techniques and successes. It's a tool.