Sales : Contact | Support : 909-382-9500

Email : moreinfo@incortech.com

Archive for April, 2010

26
Apr

DestinationCRM provides a great summary of Gartner’s insights into successful CRM deployments. While they mention firms spending $100 million on CRM software deployments, the principles outlined really apply for Customer Relationship Management at the SMB level as well.

The 25-page report lists three key findings:

1. The process of creating a CRM strategy has three steps: Set the destination, audit the current situation, and map the journey to the destination.

  • Step 1 — Set the Destination: Managers are urged to examine the various definitions of CRM, creating their own to gain buy-in and cohesiveness from those involved in the initiative. A vision for CRM that identifies why the organization wants the initiative and that defines its desired results should be established immediately. Teams that drive the initiative should be composed of three key roles: a sponsor, facilitator and project/program manager.
  • Step 2 — Audit the Current Situation: Beginning with a full assessment of past CRM initiatives, participants should be asked what they thought needed to be changed in order to understand what did/did not work. The report also states that “assumptions, business case, and goals of past projects remain valid, even if the execution was not as successful as hoped.” Readers are also warned to beware shortcuts in information gathering. “Seek information from external sources first, and weight customer and consumer feedback highest.”
  • Step 3 — Map the Journey: Identify the steps to achieve the vision. Core value propositions for customers and motivating factors for customer loyalty should be classified. The company should be revalued on the potential of its customer base rather than on current revenue or profits. Processes and systems that can be altered rapidly and dynamically as individual customers move among segments should be built. Three to five top-line objectives for CRM initiatives should be established — more than five is considered unnecessary. The initiative should be communicated daily to sponsors and executives.

2. A CRM strategy cannot be developed in isolation. It must be relevant and linked to the overall corporate strategy, and it must build on existing sales or marketing strategies that are already in use.

3. CRM initiatives have eight aspects in common: vision, strategy, customer experience, organizational collaboration, processes, customer information, technology, and metrics. Achievement of some of these aspects is not enough to ensure CRM success, which hinges on covering all eight aspects.

I think the challenge for most SMB Sales Managers and Owners is to allocate the time and develop the necessary process mapping skills to complete these steps. Of course, that’s where IncorTech and our Client Advantage Discovery Engagement can help. Interested in learning more? Give us a call at 949-309-5099 or Email for more information.

Category : CRM | Blog
22
Apr

A very nice article written by Austin Merritt, Vice President of the software buyer’s guide Software Advice has been posted covering the Sage ERP products with several visual aides for seeing how they fit across industries and sizes of businesses. It’s a good primer on one of the largest makers of business software for the SMB market.

Category : IncorTech News | Sage Software | Blog
Recent Comments
  • Shashee Rangika Wijewickrama: quick book guid book very usefull us...
  • vik: Congratulations for getting award. Keep doing the best work...
  • vik1066: The introduction of new Sage Mas 500 V7.3 released has done ...
  • victor3b1@yahoo.co.uk: I will need a 2010 Enterprise Trial software...
  • John: An excellent post and much helpfull. Thanks, John - ...
IncorTech on Facebook
IncorTech Twitter Feed
Follow IncorTech on TwitterFollow Us On Twitter

No public Twitter messages.
Flickr

Accounting Software Sales, Service and Support

IncorTech is a leading Sage Software Partner with a proven track record.

Since 1998, we've committed to helping businesses succeed by incorporating technology.

IncorTech is proud to serve organizations throughout Southern California, The United States and beyond.

Submit a Quick Question

Contact Us

Corporate HQ - Riverside / San Bernardino: 10721 Business Drive, Fontana, CA 92337
Los Angeles: 5757 Century Blvd, Suite 700, Los Angeles CA 90045
Orange County: 5405 Alton Pkwy Ste A228, Irvine CA 92604
San Diego: 9450 Mira Mesa Blvd, Ste C531, San Diego CA 92126


Sales: 909 - 581 - 8581

Support: 909 - 382 - 9500

Email: moreinfo@incortech.com