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« Executive Level Sales Strategies | Main | Customer Loyalty »

February 14, 2005

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Ben
You’re so right about the perception being down in a lot of cases to unrealistic expectations. It’s important that people realise the software won’t work in isolation or find and fix problems itself. It’s a tool, and does just as tools do – makes your job easier if used correctly. I use Enterprise Wizard (www.EnterpriseWizard.com) and it is really easy to use, even if it still requires me to do some of the work!
Arne Huse
What if, despite what sales reps say, they feel they have no choice but to make CRM "Go away?" I have termed this "The CRM Dilemma" and I have informally presented my research on my blog. The fear of activity controls, through providing quantitative activity data is stronger than any of us ever imagined. I have determined "The CRM Dilemma" to be the main cause of CRM failures.
Scott Jones
Mohankumar,

Thanks for your insights and opinions. I truly value all angles.

My point here is that "failure" is defined by mis-guided expectations and definition of success. From personal experience and polling I have done with the sales teams out in the field, it is clear that no matter how perfectly a CRM tool is implemented it will do very little to impact sales effectiveness. Don't get me wrong ... I believe a CRM tool is critical piece of technology needed to run today's sales organization ... it is an enabler though, not a catalyst. Ask any sales person out in the field.

The most important factor in sales effectiveness, regardless of technology, is the sales person's ability to effectively relate with the decision-maker. I would go so far as the say that the only thing that really matters in driving sales effectiveness are two things, none of which relate to CRM at all ... those two things that drive sales effectiveness are the sales team's ability to:
* Effectively identify and communicate the intersection point between their solution offerings and a decision-maker's issues.
* Demonstrate, and validate, the value of that intersection point.

Proof? Sales used to occur very effectively when we used to use index cards and manual tickler files --- as long as those two bullet points were met.
Mohankumar Devarajan
To the Author, CRM is a catalyst ,which would helps the company either to achieve the growth rate to substantail level or retaining the old customer for compnay`s profit.The CRM fialure happens when it is not implemented properly or due to ineffecient technology. CRM bridges the gap between the company and customers in large way. Failure is not due to CRM its due to ineffecient technology or incomplete process.

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