Microsoft CRM Implementation for Large Corporation overview

Microsoft Business Solutions CRM is now approaching the phase of being mature product and the CRM solution you may consider for large publicly traded company.  Our view point considers the fact of multiple platforms and systems coexistence and balancing: UNIX, Linux, Microsoft Windows, Java, .Net, PC, AS/400, RS6000, Microsoft Exchange, Lotus Notes Domino, etc.  This increases the cost of maintenance, but decreases the risk of being trapped to one vendor/solution.  So far weve seen successful implementations of Microsoft CRM in the following industries: Distribution, Logistics, Non-Profit, Chemicals, Pharmaceutical, Placement/Recruiting, Medicare/Hospitals, Retail, Wholesale, Education, Beverages, Services, Defense, Aerospace, Oil & Gas.

• In-house Implementation.  This is non-expected paradox.  Multiple clients, especially large companies, do it themselves.  The reason is Microsoft CRM utilizes all spectrum Microsoft Technologies: Exchange, Active Directory, .Net, Full-text search, etc.  Microsoft oriented IT people understand it and like to be involved.  So, you should consider self-implementation first.
• Integration.  Microsoft CRM has relatively simple business logic and sits in Microsoft SQL Server, which enables customization and integration with third party systems and databases.  If you have Microsoft Great Plains you can use MBS CRM-GP integration tool, based on BizTalk.  If you have UNIX-based ERP/Accounting, you can deploy MS SQL linked server to bridge MS CRM and ERP.  The same would work for Oracle ERP Oracle Financials.  Navision has third party integration tool and the one from Microsoft is on the way to be released.  Axapta is also candidate for the integration.
• Customization.  Microsoft CRM SDK describes majority of MS CRM objects and classes and enable VB.Net or C#.Net developer to build-in custom .Net application for Microsoft CRM existing screens.  And this is actually the way of the integration you realize integration in the custom .Net application.
• Messaging.  Microsoft CRM uses MS CRM-Exchange connector in its standard functionality.  However if you have IBM Lotus Domino email server you can deploy MS CRM-Lotus connector, developed and supported by Alba Spectrum Technologies.
• Data Conversion.  You should use Scribe for initial data migration.  However you need some programming work if you plan on bringing advanced data (email attachments from Siebel, for example)
• External consultants.  You should consider customization and integration initial design as candidates for outsourcing.  Then, when coding is done and implemented you may switch to your internal developers to support custom pieces.
• Nation-wide support.  Microsoft CRM is very innovative from the support side.  It means that Microsoft CRM partners tend to go to the nation-wide and international market to sell, implement and support the application.  Being web application Microsoft CRM could be accessed, customized and modified from anywhere.
• Internationalization.  Microsoft Business Solutions promotes MS CRM worldwide and has local versions of the product.

You can always have us help you, give us a call: 1-630-961-5918 or 1-866-528-0577, help@albaspectrum.com

Andrew Karasev is consultant and CTO in Alba Spectrum Technologies ( http://www.albaspectrum.com ) Microsoft Business Solutions partner, serving clients in Illinois, New York, California, Florida, Georgia, Texas, Arizona, Virginia, Minnesota, Canada, UK, Europe, Australia, New Zealand, Asia, Russia.  He is Microsoft Great Plains certified master, Great Plains Dexterity, Microsoft CRM SDK C#.Net, Crystal Repots developer.  You can reach Andrew: akarasev@albaspectrum.com

Is Your CRM System Destined To Fail?

Its time to put your trusty CRM software to work; to let it earn its keep. You're about to blast an email out to several thousand potential customers. First you run a search of people and companies you want to target. You soon realize somethings wrong when your list is far smaller than anticipated. A quick check reveals many profiles have not been filled in or are missing email addresses. Further inspection shows numerous records are incorrect; others are riddled with typos. And thats just for starters. With a sinking feeling, you realize this email blast isnt going to happen anytime soon.

Time for some damage control or preventative maintenance

Fortunately one of the most common reasons cited for the high failure rate of CRM systems - poor data quality - is also one of the easiest to avoid. Your CRM software is only as good as the information it contains. As the old programmers motto goes garbage in, garbage out. So how can you avoid incomplete, incorrect, irrelevant or out-of-date and generally unfit-for-use data from permeating your CRM software?

You need to gather your key CRM users together and write a standard guideline document, defining the CRM system rules of use.

10 questions that should be addressed:

1. Identify who has what rights to the system; who can Create, Insert,
Modify or Delete records? Forward this information to your system
administrator to record.
2. Decide on a procedure to check for any duplicates before creating a
record. Depending on what de-duping or data scrubbing features your
system has, this might require some simple searches before starting a new
record.
3. Do you allow abbreviations or acronyms? For example: IBM, or I.B.M,
or International Business Machines Inc. A policy on ensuring consistency
of input will help to avoid duplications in future.
4. Are records going to be created in Upper and Lower case and when are
CAPS acceptable?
5. By when do you expect records, notes and so on to be created or
updated? Same day, on return to the office?
6. Is the primary address of clients to be created as a postal or a
physical address?
7. Make sure everyone checks spellings if they are unsure. When in
doubt, ask the client or Google it.
8. Make rules for creating new tabs or Custom Objects (as
salesforce.com CRM calls them.) Every time a new Custom Object is needed,
it should first be approved.
9. Ensure that email addresses are put in correctly. Basic but common
mistake!
10. Set up procedures, if not supported by your crm software, of how to
create records from inbound emails.

Once your document is finished, get everyone to sign off on it. As
standard practice, ensure that document is handed to all new employees at
your company.

How do I reinforce this as time goes on?
Try this: select a couple of records - both good and bad - every week, to
put on the overhead at staff meetings. Make sure you dont unduly
embarrass anybody but watch this become the light-relief highlight of your
meetings! People learn best when having fun!

What if your database is in one unholy mess?
Has the rot set in so deeply that your database needs a complete overhaul?
Turn this seemingly insurmountable task into an opportunity to you. This
is an excellent excuse to re-establish contact with your clients and let
them know you care.

Importantly, help your staff understand what you need from the data to
facilitate more accurate marketing and reporting and hence the success of
your business and their careers.

By creating a sense of pride and ownership in the company database, you
are nurturing the essential process of buy-in, necessary for the success
of your CRM initiative. Dont compromise this critical tool by allowing
your CRM software to be infected by inferior data.

David Cowgill is a Senior Marketing Manager in San Francisco. His coverage area focuses on the technologies that facilitate managing CRM analytics and lead generation.

For further information contact:
David Cowgill
CRM Blog Founder
http://crm.blogs.com

Hosted CRM: What is it?

San Francisco, CA (ARTICLEMARKETER) August 09, 2005 -- When hosted CRM was first introduced, concerns were voiced about its drawbacks: the lack of customization, integration with other applications, support, third party storage, control over data control and the performance of service reps - not to mention the all-important security issue. Hostings biggest drawback is that your most important data is in a third-partys hands.

Although CRM, as hosted solutions are also known, are not as difficult or as costly to install as packaged solutions, they still require an infrastructure, significant IT resources, and time to deploy.

Application integration has been another challenge for ASPs. Since ASPs unilaterally update their code bases, this opens the possibility that an integrated business process could be broken by a change that you dont control.

Privacy and privacy laws are another concern: you must investigate what safeguards an ASP offers to protect your data. As you can see, hosted CRM isnt perfect. Aberdeen researchers found that when considering these problems, support for hosting dampens. One way around this might be a hybrid approach: rent now, buy later.


It Does Not Have To Be Either-Or

Another emerging trend is that companies adopt hosted solutions as a low-risk way of evaluating a CRM solutions capabilities before they buy into an in-house set up. This approach allows companies to mitigate risk and experience the benefits of rapid time-to-value. Once companies see a ROI, then they can choose to bring the solution in-house.

The decision between an in-house implementation and a hosted solution is based on many factors. It is important to evaluate your business plan, technology strategy, risk profile, IT budgets, IT resources, opportunity costs, customization requirements and industry-sector requirements.


Visit http://www.sales-force-software.com for more information.

About the author:
Contact:
David Cowgill
http://www.sales-force-software.com
e-mail protected from spam bots

######

Customer-Service Provider Relationships-Is Yours A Blessing Or A Nightmare?

We are all dependent on service providers for our businesses to succeed. The better you manage that relationship, the more successful you will be in achieving your goals in a cost-effective manner. The relationship is two-way street. Service providers also depend on customers to enable a successful deliverable. So, prepare:

Initial planning: spend a good amount of time upfront reviewing your business strategy, your marketing goals and your budget with your service provider. Confirm in writing the critical issues, e.g., the expectations, the implementation phases, required deadlines and deliverables. Indicate your preferences.

Strategic vs. tactical goals: Plan the project with a long-term strategic perspective, but implement in smaller phases. By breaking down a project into smaller deliverables, you are giving yourself a chance to review progress in a manageable approach. Once you are comfortable with the results of one phase, then you can proceed with the next step (this may help your budget process too.) A critical benefit to this approach is that things change rapidly and you may no longer want the original approach. With a phased approach, you are cutting your losses and allowing yourself and your provider to change directions in a more cost-effective manner.

Documentation is critical. The larger the project, the more critical documentation becomes. Samples include account information, login information, vendor contacts, a list of directories where everything is located, a list of all the hardware and software products that have been used in the implementation, and, where appropriate, how to use the solution. Imagine transitioning to a new service provider in the middle of a project without such documentation or getting a deliverable that you don?t know how to use!

Solution alternatives: When a service provider presents an approach or a solution, make sure the benefits, alternatives and issues are presented to you before committing to that solution. This analysis brings many benefits. Half the battle is in knowing what to ask! This analysis enables customers to realize what they really want in their project deliverables. This reduces much misinterpretation. It also shows your service provider?s abilities.

In my 20 years of experience with global, multi-million dollar initiatives, as well as with low-cost projects, I found the careful management of the services is critical to the success of the projects. Whether large or small, the same principles apply.

Dahlia Benaroya has had over 20 years of experience in business and technology fields. She is currently the founder and president of Dahlia Web Designs LLC. Her company provides innovative marketing and business solutions for the Too Busy!. She offers clients cost-effective solutions with her consultation, web design and organizational management strategies and services. Previously, Dahlia was a director at a major international company, with responsibility over multi-million dollar initiatives. Her current special project is to help motivate children to write by offering inexpensive online publishing opportunities for children through her website http://www.KidsLoveToWrite.com

Improving Your Business Efficiency With A Customer Relationship Software Solution

A Customer Relationship Management (CRM) solution provides your business with a formalized means for gathering, organizing and storing customer contact information. There is a wide variety of software solutions, such as Microsoft?s Dynamics Suite, on the market serving small, mid-range and enterprise sized businesses and the solution can be tailored to meet your own business working practices.

If you are a company that has as one of its? primary objectives the delivery of a first class customer service, then a Microsoft Dynamics CRM solution is a powerful tool to ensure that all stakeholders within your business are in possession of prospect and customer information when it matters, and especially at the point of customer contact.

Too often sales opportunities are missed because information is not readily available when it is needed within your business; for instance, a pre-sales enquiry cannot be dealt with on a timely basis because the representative who has been handling the initial relationship is not available and the prospect is about to make the decision to buy. What do you normally do in those circumstances? Advise something along the lines of ?We?ll get back to you with the information you need as soon as possible.? Would it not be far better if a staff member can pick up the thread of the relationship and provide an appropriate response to your potential customer there and then?

Once a business launches a sales or marketing campaign, getting the best out of the results coming in is problematic at best and any of us that believe we have not lost sales opportunities that have fallen down the cracks in our business? organization is either na?ve, dishonest or is already operating an effective CRM solution. The obvious benefits from a Microsoft Dynamics CRM solution are to prevent loss of sales opportunities, improve customer relationships, improve sales revenues and minimize costs.

Microsoft Dynamics Software provides a customer relationship software solution that empowers management and staff with the ability to make decisions based on the most up-to-date information available on customer contact and activity. Time is better used in revenue generation activities instead of getting bogged down with finding out what is happening with a prospect or customer, instead the information is there, it is a matter of looking after the prospect or customer at that point.

Businesses benefit immensely from the savings in time and expense of valuable man hours, while effectiveness is greatly improved in dealing with prospect and customer sales and support.

Maintaining a good record of contact information with a customer allows your representatives to acquire a detailed understanding of what a customer is looking for and perhaps more importantly, what a customer may want next. This is sometimes referred to as a ?holistic? approach, in that gaining an understanding of a customers needs in a wider context allows a business to place itself more directly in their shoes.

Such an understanding provides customer facing staff and departments with the ability to ?second guess? what a customer wants before they know themselves or, at least, the effect is that a prospect or customer comes away from the encounter with your business with a very positive perception of how you operate.

A Microsoft Dynamics CRM solution improves business efficiency by reducing non-productive administrative time and improving your business? understanding of a customers needs, this is turn increases revenues and enhances your business image in the eyes of your clients.

Syed Ali, is the lead CRM consultant for a Toronto based company. His company offers, Microsoft Dynamics CRM Syed can be reached at Tel : (905) 815- 1995 ext 22, email :asyed@cqsolutions.com

Is Customer Relationship Management Right for your Small to Mid-sized Business

Customer Relationship Management has been a holy grail for Big Business for the past ten years. So what about Small to Mid-sized Business (SMB) applications? If you talk to CRM software vendors they will claim that CRM systems help SMBs become more efficient, drive more sales (your ROI) and increase the accuracy of your forecast.

A few consultants have an alternative view: they see CRM as a process rather than a software product. A CRM process allows you to effectively manage your customer interactions (get to know your customers). This way you actually get to use the nice shiny tools that the CRM software vendors offer.

While I tend to agree with the latter, my experience with databases is as my algebra teacher used to say: GIGO! (Garbage-In Garbage-Out).

Regardless of which view you take, you?re going to need to do a lot of research and soul-searching within your organization in order to get the most from your CRM. Here is what you need to think about to get started:

What is Customer Relationship Management?

Well...the answer depends not only on who you talk to, but also on who you are.

If you are a sales rep, CRM simply means effectively using Outlook or Act or some other contact manager to track potential customers as they move through your sales cycle.

If you're a business owner or CEO then it means tracking all of your customer's information as they touch your organization at key points. This is how you know when they'll need to buy your widget or have their new wiget serviced or whether they'll want to know about an upgrade to a particular line of widgets.

As the owner, CRM means you will be able to provide your employees with access to customer information at all levels of your organization from a centrally managed location. This improves service and aids in customer retention.

The big idea here is to keep vital knowledge about your customers within your organization, even if your employees change.

Is CRM Right for You?

It depends on who you are, and how you apply it.

If you're a Big Company CEO then you've probably already sunk millions into a strategic alliance (bought their product) with Oracle or SAP. Then you paid their developers millions more to automate your broken business processes. This generates tons of overtime hours from overworked employees as they fix customer issues "in the back office". Fortunately, your stock went up anyway because you talked big to Wall Street analysts about your million dollar magic database system which makes your organization appear more efficient. Operational inefficiencies are quietly choking this organization, but your golden parachute will probably open out as soon as the fan begins to blow your way.

HOWEVER, in all likelihood if you are reading this you're probably not a Big Company CEO. Perhaps instead you run a mid-sized private company with multiple regional locations. In this case you may have several different systems that require your employees to spend their time faxing documents back and forth between departments. Despite this your customers are pretty happy because they get to speak with Sally (their favorite customer service rep) everyday and the product gets out the door.

OR you?re a small business owner that knows almost all of his customers by name because you?ve managed to enter MOST of them into your Outlook address folder. SOMEDAY you?ll be able to find the rest of those business cards from last year?s convention. Anyway, you?ve managed hire a few key employees that remember the rest of your customer?s names, what they?ve ordered and when they?ll need to re-order new stock. Because of this you can usually come close to a forecast of next month?s sales.

Now for the nitty gritty:

So, what can CRM do for a Small to Mid-sized Business?

Properly applied, CRM can:

* Make every customer count - The cost associated with finding a customer means that you need to make every customer count. While it?s important to secure new business, it?s your repeat business that means long term success. * Help you know your customers - When you're a small business knowing your customer means knowing what they need now and what they may need 30/60/90 days from now. This knowledge is often the key to survival. * Generate cross-selling (making suggestions) of product enhancements or alternatives. * Target marketing communications to your customer?s specific needs. * Increase customer retention and repeat business. Repeat business from existing customers means reduction in overall cost of sales.

Okay. So you?ve decided that you?re sold on CRM and you want to buy a system to bring in those customers, get inside their heads and bring ?em back for more. Now you?re going to need to know your CRM options in terms of software systems.

Pros and Cons of ASP vs. Boxed Software:

There are two models for CRM. Application Service Provider model and software based. There are a number of advantages to both the ASP and software models.

Application Service Providers ASPs offer web-based CRM services. The ASP model is a decent option if you want to implement a solution quickly and your organization lacks the in-house talent or resources to customize an existing application or build from the ground. ASPs are good bet if you?re an internet based business or small business that needs a fast and low-cost start-up solution.

Pros * No software updates to manage or install * No servers to support or purchase * No back-ups of critical customer information required * Generally low start up cost (hardware, software and training included)

Cons * ASP's can go out of business, taking critical customer information with them * High-speed internet connection required * Internet connection outage means critical customer information is not available

Boxed or Off-the-shelf software Several software manufacturers produce CRM solutions that work with existing packages (Lotus, Outlook). Often these companies offer stripped down or basic versions of their packages targeted to small businesses. This can be low-cost solution if you?ve already invested in standard Microsoft business applications and can deal with most of the standard modules they offer. If you?re flexible and willing trade some functionality for convenience and price then boxed software may work for you.

Pros * Application is theoretically available on a 24/7 basis * No high-speed internet connection required * Business critical information is securely stored on company servers and back-ups are easily accessible * Business is not immediately interrupted due to a change in the developers business situation

Cons * Generally high-start-up costs (server hardware, software and training) * On-going support required: Back-ups, updates and service packs etc. * Data can often be stored in a proprietary format that will require conversion in to new format

Other CRM Solutions: Custom Development If you?ve the budget, time and patience then a gaggle of consultants, CRM solution providers and software engineers will beat down your doors to develop a custom CRM system that works flawlessly with your existing systems. I?d recommend this option only if you?re spending other people?s money, get a big bonus and then are able to leave the company before it falls apart. If you do select this path, carefully work through your specifications with your ?partners? and good luck! Managed Solutions ASPs offer to create a customized brand-version web of their web CRM applications. These are usually on a dedicated server and often sell for a flat development fee PLUS lots of other customized options. It can be solid choice if you?ve got the budget and are willing to be flexible with some of the functionality.

Who Are The Players?

Unfortunately, in the CRM market the question is more like who isn't a player. Using the broadest terms you can call a Rolodex a CRM system. The important thing is to define CRM for your organization.

Regardless, here?s a quick list:

Product Name: Sage CRM Solutions Software: Sage SolutionsFeatures: Customer Care, Marketing Automation, Microsoft Outlook Integration, Offline Synchronization, Sales Automation, Wireless PDA Access, Customer Care, Marketing Automation, Microsoft Outlook Integration, Offline Synchronization, Sales Automation, Why On-Demand CRM Microsoft Windows, Microsoft SQL; Oracle DBMS'.

Product Name: Microsoft Dynamics CRM 3.0 Company: Microsoft Price: $5,000 to $50,000 Features: Sales, Customer Service, CRM Mobile, Marketing, Suns Legacy Partners, Hutchinson and Bloodgood, Kindermusik International Microsoft Windows;Microsoft SQL. ASP/Web interface environment; Microsoft .NET Framework

Product Name: SAP Business One CRM Company: SAP America, Inc. Price: $11,250+ Features: Sales Opportunity Management, Business Partner Management, Service Management built-in reporting, internal workflow and alerts, highly customizable, embedded CRM.

Product Name: Oncontact V Company: Oncontact Software Price: $1,000-$1,500/user Features: CRM Account Management, Sales, Marketing, Customer Service, Toolkits Microsoft C#;Microsoft .NET platform.

Product Name: Entellium CRM Company: Entellium Price: $50 per user / month

eSalesForce, eCustomerCenter, eMobile, My*Entellium ASP

Product: Neocase Company: Neocase Software, Inc. Price: <$1,000 per seat w/server; <$100 a month on demand Features: Parent/Child Cases, Contract and Service Level Agreement Management, Self-Service Solution, Customizable Partner Portal, Searchable Knowledge Management Tool, Dashboards and Reports

Product Name: Parature Company: Parature Inc. Features: eActivity, eAsset, eChat, eContact, eDownload, eForum, eKnowledge, ePortal, eProduct, eReport, eSurvey, eTicket Web-based Product: Pivotal CRM Company: Pivotal Corporation Features: Pivotal Sales Suite, Pivotal Marketing Suite, Pivotal Service Suite, Pivotal Partner Management Suite, Pivotal Analytics, Pivotal Technology, Pivotal Mobile CRM, Manufacturing, Financial Services, Home Building and Real Estate, Healthcare Payers, Medical Device Manufacturing ASP;MS-SQL

Product: NetSuite CRM+ Company: NetSuite Inc. Price: CRM Software From $129/user/month Features: Real-time Dashboards, Business Intelligence, Sales Force Automation, SFA: Order Management, SFA: Upsell/Cross-Sell, SFA: Incentive Management, Customer Support & Service, Partner Relationship Management, Marketing Automation, Productivity tools, Document Management & Publishing NetSuite CRM+ is a web-based CRM solution.

Product: Maximizer Enterprise CRM Company: Maximizer Software Inc. Price: $499/user + Features: Sales Force Automation, Outlook integration, Wireless CRM, Web-Based CRM, Marketing Automation, Customer Service and Support Management, Customization, Business Intelligence, Workflow Automation, Accounting Link, Partner Relationship Management, StemCell Technologies, Inc., W&O Supply, Inc., Microsoft Windows, SQL, .NET, Outlook, Office, IIS

Product: ADAPTcrm Company: ADAPT Software Applications, Inc. Price: $1,000 to $1,500 per seat Features: Campaign Management, Accounting Integration, Sales Management, Service Ticket Management MS SQL 2000

Product: OfficePax Company: eTouchware, Inc. Price: $179.00 per seat Features: Group Calendar, Email, Invoicing, Time Management, Project Management, Group Contact Management, File Sharing MS Access; MS SQL

Product: e-Synergy Company: Exact Software North America Price: $5,000 + Features: Web Shop, Event Manager, Sarbanes-Oxley, Software Development Kit (SDK), Customer Relationship Management, HR Management, Document / Knowledge Management One-X; MS-SQL

Why can't we be friends?

Fast forward 2 years later. Your CIO has quit, the budget has been cut and your CRM implementers are sending flaming emails to each other about whose fault it is that billing?s screwed up. It?s possible that your CRM project has turned into a stanza from the Mariners Tale (origin of the term "albatross around my neck") for a few key reasons:

*Lack of commitment. In order for most organizations to become ?customer-focused? upper management must lead the cultural change. This requires first admitting you have problem, followed by a genuine attempt to view your operations from the customer?s perspective. Without this painful process your CRM will help your organization screw up more efficiently. This means losing customer relationships and revenue.

*Lack of communication can prevent buy-in. In order to make CRM work, all the relevant people in your business must know what information you need and how to use it.

*Lack of leadership could cause problems for any CRM implementation plan. Unless your management (you) is willing to lead by example and push for a customer focus on every project, CRM will not help you. If a proposed plan isn't right for your customers, don't do it. Send your teams back to the drawing board to come up with a solution that will work.

Eating the Elephant: Small Bites, Chew Slowly

Some organizations try to install every single module at once in order to get it over with quickly. This can be a sign of lack of commitment with in your company.

Look hard at those that are pushing for an ?aggressive implementation? timeline because most likely they?re working an agenda?the failure of the implementation. Take a deep breath and remember that any business approach that brings cultural change will generate resistance.

Breaking down your CRM project into bite-size pieces with small pilot projects and simple, measurable and realistic milestones will often keep the feeling of success surrounding your project going and draw-in all the necessary departments. Small focused groups allow you the flexibility to make on-the-fly adjustments without increasing the political noise level.

More Is More

When it comes to data, always get more than you need and peel it back. It?s easier to reduce the amount of data you need than to attempt to create new.

Thorough analysis of the data you?ve collected is necessary to insure that what you?ve collected is truly mission critical.

Grab Your Sox and Drop Your?

Understand the rules around Sorbanes-Oxley. If you have more than a few employees then yes, you?ll need to setup a project leader or team to insure that your system is ?SOX Compliant? and leave it at that. There are a number of great resources to assist you in understanding the legislation on the internet?go look ?em up on Google.

Solution Providers: Marry in Haste, Repent at Leisure

For any organization CRM is a large investment so choose your ?partners? with the same care you?d choose your spouse.

Considering that the divorce rate is at 50% it's obvious that people often make expensive mistakes when choosing a partner. In this case, the wrong partner could cost you your business. Before you impulsively join in a ?strategic partnership? with a solution provider you may first want to ask them a few key questions:

The Company
* How long has the supplier been established?
* Who are their partners?
* Who are their suppliers (Office equipment, software, development etc.)
* What are their Mission, Vision and Core Values? Look at those statements carefully. Often those are not ideals that have been achieved but where they want to go.

The Product
* Be sure to understand the licensing, purchase and on-going development costs. Seems obvious but it?s worth saying. What are the specific costs associated with the product; i.e. a one-off purchase price, an annual renewable license, a charge per user etc?

Drive Before You Buy
*Does the supplier offer any form of evaluation software so that you can try before you buy?
*Do they have an analysis or assessment process prior to installation?
*Will they do a pilot implementation for a specific area?

Specifications
*Is the system scalable to grow with my business?
*Is the system written in open-source code? Is the code written to industry standards? Is there a developer community?
*What operating systems does it support?
*What are the bandwidth requirements?
*What are the client-side requirements? Hardware? Software?
*Are there special service packs, patches or other OS or applications updates that need to be installed prior to implementation?
*Ask for a security statement. What security risks or potential risks are associated with this product?
Support
*Will they assign an implementation project manager (NOT a sales rep) to co-lead the implementation?
*How much is charged for technical support? Is it on a per call basis? Monthly? Is it 24/7 coverage?
*Does the supplier provide consultancy and, if so, at what rates?
*Can the supplier recommend any third-party developers that make use of their core CRM products?
*Is there an active independent user group where experience and ideas can be freely exchanged?
*Can the supplier provide references for businesses in your industry sector using their software?
*Does it offer training in the CRM solution and, if so, at what typical cost?

The Final Analysis

OKAY. What have we learned so far?

*CRM has broad applications, benefits and drawbacks. There?s no easy CRM push-button solution.
*CRM is a process that requires cultural change aided through the use of technology tools.
*CRM software will not instill customer centered focus within your organization.
*Customer centric behavior is driven by leadership example, communication and ultimately organizational buy-in.
*Beware the need for speed! Implement your system using small achievable milestones to build on success and use that success to draw in participation from other departments
*Choose your supplier carefully and ask LOTS of questions.
*Get more data!
*Good Luck?you?ll need it.

Jason Baselice, Managing Associate for *net.marketing associates (www.netmarketingassociates.com). You can contact Jason at: j@netmarketingassociates.com

Is Customer Relationship Management Right for your Small to Mid-sized Business? By Jason Baselice ? 2006 *net.marketing associates

Jason Baselice, Managing Associate for *net.marketing associates (www.netmarketingassociates.com). You can contact Jason at: j@netmarketingassociates.com

Improving Your Sales Force's Effectiveness Through Automation

 

Many smaller businesses have advanced beyond back office automation using PCs and client-server IS platforms. More owners are looking at advanced sales automation software as a way of improving the productivity of their sales force as well as customer satisfaction. Salespeople are often more resistant to using PCs compared with those working in finance, logistics, materials management and other functions. Thus, business owners need to sell the benefits of automation to both their sales managers and reps. Sales has long been considered more of an art than a science, which explains part of the resistance. Also, some businesses find themselves with older reps who, though they have critical industry knowledge, did not grow up with computers. You could just load up each rep with a laptop and all the accoutrements:
? sales management software, including automated fax and e-mail capabilities
? groupware for proposal and contact information sharing
? templates for contact reports and follow-up letters
? product, price and delivery information that can be called up via an intranet link.
Why not let them discover the value for themselves? There's a good reason: Throwing sales automation software at the reps is no guarantee it will be used. Sales automation software has been growing of late, with close to $300 million a year in revenues. There's a reason: improved functionality and user-friendly features geared to what the reps consider their priority needs are the reasons behind the recent spurt in sales. Before pushing sales automation on your reps and territory managers, conduct an audit within the company. Here are some key steps to take:
? Ask your reps what they consider to be their three priority tasks in the field. Ask for their recommendations on how to improve their productivity. For example, which tasks are taking longer than they would like, or what are the bottlenecks they face in getting prompt and accurate information to prospective as well as current customers.
? Involve all of your key functional managers in a discussion of the order management and order fulfillment processes. Although sales force automation can begin with discrete tools such as contact management software, your business may really need a more integrated and more robust information systems architecture that will improve the entire order-to-delivery process chain in the company.
? Decide whether you should try to improve sales productivity as a single function or carry out a more extensive overhaul of your business' IS platform.
? When you survey vendor offerings, involve end-users in the discussion and trial testing of the software. Many off-the-shelf products allow sufficient customization for your needs. Some of the tools have more open-ended integration capabilities with other IS tools, and it is important to know how much integration is possible. You want to avoid investing in another legacy system that could end up walling sales off from other business functions. Finally, even when software tools and other IS enhancements are the right solution for boosting sales productivity and customer satisfaction, that is no guarantee you will get buy-in from the sales force. You need to motivate use and experimentation. Besides involving end-users in the discussion and evaluation of software choices before you commit to a vendor, there are three other steps you can take to assure that your reps accept the new system: 1. Assure the sales force that the time required for getting up to speed on the software will not reduce their income if they fail to make their sales numbers at the customary level. However, set a fixed period of time for the conversion to the new system. 2. Monitor the productivity payoff among the committed users, with before and after comparisons of their sales productivity. Productivity measures should not just focus on goods or services sold but include discrete task productivity, at least initially. For example, the time it takes to get letters written, or get correct pricing information out to customers. Then, communicate the benefits throughout the sales organization. 3. Go with a software vendor or systems integrator that will stay on board well beyond the installation to provide additional customization of the tool and training if needed.

Ph.D. and MA, Kent State University Kent ,Ohio BA, Eureka College, with honors Eureka, IL. Training Programs Quality Analysis and Quality Training, 2000-2004.

Dr. James A. McCain is a Management Consultant in Rexford, New York and may be reached at Business Works, 518-383-3337, or through his web site at http://www.bizdrsolution.com