Although it’s often mistakenly viewed as a technology, CRM is really a discipline — and it’s not a solo discipline, like a martial art or meditation. It’s a team discipline, one in which every customer-facing employee can make a contribution. Whether those contributions are positive or negative depends on the teammates. In most cases where CRM is decreed to have “failed,” the cause isn’t the technology — it’s usually the failure of someone within the company important to the CRM process to commit to the concept.
Christopher
Good article, however sales should use CRM and that's that. Too much time is spent in blogs etc making the point that sales don't use CRM, which only gives more fuel to this fire.
Those companies who take it seriously define the mandatory items that are required and then make it part of the sales job.
This comes from senior management, sales are properly instructed and it is part of the culture of the company
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Whodunnit? 4 Suspects in CRM Murder Mystery
Posted by: Christopher J. Bucholtz May 1, 2014 11:16 AMAlthough it’s often mistakenly viewed as a technology, CRM is really a discipline — and it’s not a solo discipline, like a martial art or meditation. It’s a team discipline, one in which every customer-facing employee can make a contribution. Whether those contributions are positive or negative depends on the teammates. In most cases where CRM is decreed to have “failed,” the cause isn’t the technology — it’s usually the failure of someone within the company important to the CRM process to commit to the concept.
Good article, however sales should use CRM and that's that. Too much time is spent in blogs etc making the point that sales don't use CRM, which only gives more fuel to this fire.
Those companies who take it seriously define the mandatory items that are required and then make it part of the sales job.
This comes from senior management, sales are properly instructed and it is part of the culture of the company
Brgds
Mike