Here are three pieces of valuable advice to apply to customer relationship
management:
"Perfection takes infinity."
"Strategy + Execution."
"Ideas are free, execution is priceless."
But how does this tie back to CRM? Well, I recently finished a sales process
consulting project with one of our clients Mandalay Technologies. I took
away 3 key things that tie back to these principles:
1. Start big picture then break it down into manageable chunks
The CEO, Product Development Manager, Business Development Manager (BDM) and
CRM administrator presented some huge goals for their Salesforce.com
implementation. We all agreed (fortunately for all our sanity!) that we'd
start with the sales process and if that went well, then start looking at
other aspects of the business.
2. Get the language (mostly) right
Across several sessions and reviews, we realised the importance of using
language that the staff were already using to describe aspects of the sales
process. There was going to be enough change without making the staff rote
learn a whole new vocabulary that meant nothing to them! (I'll explain the
"mostly" part in the next paragraph.)
3. Execute then refine
We went through the project, mapping processes, implementing them into the
CRM, identifying documents, defining fields and language. It was great fun
and I felt like we'd hit the nail on the head. So I was ready to present the
final deliverable to the Mandalay team.
I see it as a victory that when I presented the beautifully designed final
version of the processes and implementation, I was hit with another round of
questions, with some new points of view and ended up scribbling all over the
final deliverable, adding one last step and changing the language of the
final 2 steps!
Reflecting on it, I really enjoyed working on this project because it
highlighted 3 of Bluewire Media's core values:
1. Strategy + execution: We had a huge vision, then got started on a small
piece of it.
2. Communication: Talking through the processes then getting the language
right will be critical to the system being useful. The way your business
communicates should be shaped by the people that make up your business!
3. Continuous improvement: Even at the final deliverable there were things
to be refined. Welcome input and ongoing revisions - they're fundamental to
getting your processes just right.
Source: Toby Jenkins link
Contact us for a free sales and marketing consultation on the effectiveness of your current go-to-market strategies and to discuss how our RevGen
Sales Systems can improve your bottom line.
