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Casual Articles - CRM - The Human Factor
When crossing salty swamps and marshes, move away quickly; never linger there. If you need to engage the enemy in salty swamps and marshes, stay close to areas that are lush with grasses and have your rear to the forest. - Chapter Nine, Sun Zi Art of WarAbove is the principle of deployment when in salty swamps and marshes. Salty swamps and marshes are is similar to crossing a river. But compare to crossing a river, salty swamps and marshes are more difficult to get out because of the mud condition. So if you are caught in swamps and marshes, you could be easily attacked with arrows. The lost of lives co
How to do that begins with the discussion of the next myth: CRM is a tactic. My next post will bust that myth in brief as we've done here with the first.
Over the course of this series we will be taking an honest look at where many businesses are today - The re
Avoid These Design Mistakes That Will Shy Viewers AwayWhen creating your Website there are many things to think about, but lets not forget the basics. This includes your primary design plan or rather the first colors, background and words the visitor sees. Discussed below are ways to successfully execute those three components.Color SchemeIf you already have a company logo with designated colors, use those and continue the theme. Otherwise choose two to three colors for use on your Website. Stick with these colors and use them on every page. Once you assign a pattern to
Companies in the market for CRM solutions actually are in need of better managing relationships with their customers, and most are looking at CRM applications as the answer. I am not about to suggest that any of the well designed and reliable IT solutions are not a significant piece of the puzzle. I will say that alone, they are not 'the answer'. Three significant misconceptions continue to impede the successful implementation of CRM systems or upgrades. The first myth is that CRM is a software solution, secondly that CRM is a tactic and lastly that satisfied customers are loyal customers. The truth is that CRM is a people driven - not a software solution, CRM is a strategy not a tactic, and satisfied customers are not necessarily loyal.
Busting the myths - the 5 W's of Customer Relations.
Myth #1. CRM is a Software Solution. Who - If you spend $25,000 on the installation and implementation of a CRM system, and six months down the road you have no increase in the number of customers regularly repeating business with you, Who is accountable? What - If your employees do not 'buy in' to the new system, failing to input or update customer information correctly, What results will your $25,000 investment produce? Why - Have you purchased and introduced this new software? If your answer is in any way similar to the following statement, you are guaranteeing failure: Our employees never seem to have the time, or just don't consistently follow up with our customers. Where - Are you measuring and monitoring the results produced by your CRM software at the end of the process? If you are, how do you know the quality of the data initially input by front line staff? When - Time, a commodity always in demand, always in short supply. Two thoughts on time: If one of the reasons you made this investment was due to the fact that your employees didn't follow up with your customers, what makes you think they'll now have or take the time to accurately update records in the system? And have you made provisions for one or more people to have the extra time needed to monitor and review the output of the system for errors, duplications or unique circumstances?
Having put all that out on the table, I'm sure (well, actually I'm hoping) that I've left you with more questions. "If this great new IT solution is not the whole answer, what is?", "I've already made the investment, how do I ensure its success?", "We've trained and offered incentives to our employees, they claim to be following proceedures, but still our numbers haven't gone up. What do we do now?" ... The possibilities here are limitless!
From my perspective, I say GOOD! It means I've succeeded in reaching my goal for today. To provide food for thought, to provide incentive for you to question and examine what you are doing today and what results you are getting is a tremendous step towards a solution. Success never comes by way of quick fixes or trendy technology. You will arrive at success only once you have honestly assessed the gap and determined where you are today. If you also have a clear view of where you want to go tomorrow, we can begin to size up that gap and decide how to bridge it.
How to do that begins with the discussion of the next myth: CRM is a tactic. My next post will bust that myth in brief as we've done here with the first.
Over the course of this series we will be taking an honest look at where many businesses are today - The rea
One of the key factors to a successful fundraising event and future fundraising events is to follow up with the supporters, volunteers and participants after the fundraiser is completed and the numbers are tallied!Taking the time to add that personal touch will go a long way in the eyes of your supporters, participants, volunteers and sponsors. Take the time to send them a thank you card and thank them for the time spent helping through out the fundraiser. This will help assure that they are pleased as well and they will want to participate again next year.Not only should you thank your supports, merchants, vol
Busting the myths - the 5 W's of Customer Relations.
Myth #1. CRM is a Software Solution. Who - If you spend $25,000 on the installation and implementation of a CRM system, and six months down the road you have no increase in the number of customers regularly repeating business with you, Who is accountable? What - If your employees do not 'buy in' to the new system, failing to input or update customer information correctly, What results will your $25,000 investment produce? Why - Have you purchased and introduced this new software? If your answer is in any way similar to the following statement, you are guaranteeing failure: Our employees never seem to have the time, or just don't consistently follow up with our customers. Where - Are you measuring and monitoring the results produced by your CRM software at the end of the process? If you are, how do you know the quality of the data initially input by front line staff? When - Time, a commodity always in demand, always in short supply. Two thoughts on time: If one of the reasons you made this investment was due to the fact that your employees didn't follow up with your customers, what makes you think they'll now have or take the time to accurately update records in the system? And have you made provisions for one or more people to have the extra time needed to monitor and review the output of the system for errors, duplications or unique circumstances?
Having put all that out on the table, I'm sure (well, actually I'm hoping) that I've left you with more questions. "If this great new IT solution is not the whole answer, what is?", "I've already made the investment, how do I ensure its success?", "We've trained and offered incentives to our employees, they claim to be following proceedures, but still our numbers haven't gone up. What do we do now?" ... The possibilities here are limitless!
From my perspective, I say GOOD! It means I've succeeded in reaching my goal for today. To provide food for thought, to provide incentive for you to question and examine what you are doing today and what results you are getting is a tremendous step towards a solution. Success never comes by way of quick fixes or trendy technology. You will arrive at success only once you have honestly assessed the gap and determined where you are today. If you also have a clear view of where you want to go tomorrow, we can begin to size up that gap and decide how to bridge it.
How to do that begins with the discussion of the next myth: CRM is a tactic. My next post will bust that myth in brief as we've done here with the first.
Over the course of this series we will be taking an honest look at where many businesses are today - The re
Everyone makes mistakes. We have all heard this many times in our lives.Certainly every manager, executive, entrepreneur, business owner, all of us, try to avoid making mistakes. Mistakes can be costly. In some cases, they can be disastrous to a business whether large or small. As a result, many people and many managers tend to be too cautious in order to avoid mistakes. Large organizations tend to breed this philosophy because of politics, bureaucracy and the fear of reprisals.But there is another side to this issue. If you stand still trying to avoid mistakes you can end up impeding progress, stifling new ide
Having put all that out on the table, I'm sure (well, actually I'm hoping) that I've left you with more questions. "If this great new IT solution is not the whole answer, what is?", "I've already made the investment, how do I ensure its success?", "We've trained and offered incentives to our employees, they claim to be following proceedures, but still our numbers haven't gone up. What do we do now?" ... The possibilities here are limitless!
From my perspective, I say GOOD! It means I've succeeded in reaching my goal for today. To provide food for thought, to provide incentive for you to question and examine what you are doing today and what results you are getting is a tremendous step towards a solution. Success never comes by way of quick fixes or trendy technology. You will arrive at success only once you have honestly assessed the gap and determined where you are today. If you also have a clear view of where you want to go tomorrow, we can begin to size up that gap and decide how to bridge it.
How to do that begins with the discussion of the next myth: CRM is a tactic. My next post will bust that myth in brief as we've done here with the first.
Over the course of this series we will be taking an honest look at where many businesses are today - The re
I admit it -- I'm hooked on "Veronica Mars." If you've seen the show, you know that the title character finds ways to solve crimes and mysteries each week using some new techie tool or other. Are you searching for a career that incorporates this kind of technology-based investigative work? Look no further than the sizzling field of justice business technology.Gathering Evidence Justice business technology is the perfect field for those seeking criminal justice and law enforcement careers that use modern computer technology to prevent and solve crimes. Some of the duties of justice business technolo
Having put all that out on the table, I'm sure (well, actually I'm hoping) that I've left you with more questions. "If this great new IT solution is not the whole answer, what is?", "I've already made the investment, how do I ensure its success?", "We've trained and offered incentives to our employees, they claim to be following proceedures, but still our numbers haven't gone up. What do we do now?" ... The possibilities here are limitless!
From my perspective, I say GOOD! It means I've succeeded in reaching my goal for today. To provide food for thought, to provide incentive for you to question and examine what you are doing today and what results you are getting is a tremendous step towards a solution. Success never comes by way of quick fixes or trendy technology. You will arrive at success only once you have honestly assessed the gap and determined where you are today. If you also have a clear view of where you want to go tomorrow, we can begin to size up that gap and decide how to bridge it.
How to do that begins with the discussion of the next myth: CRM is a tactic. My next post will bust that myth in brief as we've done here with the first.
Over the course of this series we will be taking an honest look at where many businesses are today - The re
Small business is hardly small when it involves 5.6 million enterprises, employs more than 60,000,000 and accounts for 80% of new job creation. Small business is the heart and lifeblood of our economy.Great democratic and capitalist experiments worldwide continue to produce a record number of new business start ups year after year. Never in history have so many entrepreneurs emerged to start new ventures.Unfortunately, there are a record number of small business failures each year also. Failures are harder to track but, in the U.S.A. alone, some followers place the new business failure rate as high as 80% in th
How to do that begins with the discussion of the next myth: CRM is a tactic. My next post will bust that myth in brief as we've done here with the first.
Over the course of this series we will be taking an honest look at where many businesses are today - The real deal, I don't care too much for 'political correctness' or 'beating around the bush'. Some may not like my approach, but those that follow me through, those that suffer the unease of examining and questioning your 'comfort zone' will find themselves ahead of the game and significantly improving their success.
Until next time, I implore you to change your viewpoint, get down on the ground, climb a ladder, anything to look at your business, your employees, your customers and your processes from a different perspective. I also encourage you to read. If you haven't looked at a book on customer service since your college days, do it now. Some of my favourites are: "The Butterfly Customer: Capturing the Loyalty of Today's Elusive Consumer", "Customer Tells : Deliver World Class Customer Service Using Championship Poker Strategies" and "Are You Being Served Yet?: Customer Service Evolution".
Thanks for reading. I wish you all success at learning something new today.
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