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
