Lunch and Learn: Overcoming CRM Challenges

The Epicom Team

Epicom

- Off-site backup- HIPAA and PCI compliant- Server, firewall, and application management

- Requirements gathering, documentation, and analysis- Prioritization and scheduling of phased deployments- Design and technical feasibility- Data Migration & Mapping

Agenda

• CRM Evaluation Best Practices

• CRM Implementation Process

• Overcoming the Day to Day Challenges

Three Phases of CRM Evolution

• Phase 1 – Manager Centric

• Phase 2 – User Centric

• Phase 3 – Network Centric

Individuals No Longer Rule on Sales Teams

From 2002 to 2012, the impact of individuals’ task performance on unit profitability companywide

decreased, on average, from 78% to 51%. But the impact of employees’ “network performance” — that is, how much people give to and take from their coworkers — increased from 22% to 49%.

Even in sales, network performance now accounts for about 44% of the impact.

Harvard Business Review – January 9, 2014

CRM Evaluation

• Collaborate– Identify pain points in all areas

– Outline processes

– Keep all constituents in mind

– It’s a team effort

Business Fit

Business Fit: Is the tool flexible? Will it scale? Is it intuitive? Can you easily get

data in and out? Do you need

mobile capability? Price? Controlled hosting

environment?

Feature Fit

• What key components must exist?– Pipeline management– Activity tracking– Lead tracking– Reporting– Workflows/Automation– Email– Integration to other

internal systems (Gmail, Outlook, QuickBooks, WebEx)

Implementation

• Flexibility– There’s more to CRM than sales

management– Encourage transparency and

cooperation between departments

• Usability– Keep end users in mind– Is the tool something they can use to

their benefit

Implementation

• Used a phased approach

• Training, training, and more training

• Reinforce the benefits with the users

• Highlight the good outcomes

Overcoming the Day to Day Challenges

• Data entry– Run all meetings in

CRM– It only happened if

it’s in CRM

• Automation• Collaboration• Make the system

essential