• Facebook
  • Twitter
  • Google Plus
  • LinkedIn

Telemarketing Software Featured Article

Major Issues Holding Your CRM Benefits Back

October 27, 2011

Industry observer Chris Bucholtz recently wrote that when it comes to CRM, “the discussion you have with a vendor is like taking an anatomy course; the discussion you have with an integrator is like speaking to the coroner.”

Bucholtz identifes what he finds to be, consistently, the key issues associated with CRM problems:

The Band-Aid Approach. Fixing a sales or marketing issue by implementing CRM is, for smaller businesses, a neat band-aid that allows them to continue with business as usual, minus the problem that was vexing them... If the business is not in the habit of continually examining its processes and at the same time thinking about how CRM can improve and evolve them, CRM ends up being a wasted, one-time investment.

Inadequate Training. Many businesses have mistaken "ease of use" for "no need for training," with limiting results. Others have provided limited training to a core cadre of employees, leaving half-trained users to train other untrained users... scrimping on training is a great way to take the money you've already spent and waste it.

Excessive Complexity. Too many vendors present users with software engineer-centric interfaces, with features buried off the main screen. Although it's smart to concentrate the most-used features on the front page, you don't want additional functionality to be hidden where users will never go looking or them.

Disorganized Software Releases. The tendency for vendors to release new features in a scattershot approach, especially since the start of the SaaS (News - Alert) era... every part of the organization has to train around one or two new features that may apply to their jobs. This makes it easy to skip training, and soon new features start to be ignored.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Juliana Kenny

Featured Whitepapers

Mastering the Lead Management Process for Inside Sales

NEW! Mastering the Lead Management Process for Inside Sales
Managing leads is one of the largest expenses and most perplexing pains experienced by inside sales teams, and only a few companies know how to do it successfully.

Dynamic Inside Sales Scripting: Be Prepared to Go with the Flow

NEW! Dynamic Inside Sales Scripting: Be Prepared to Go with the Flow
While it's clear that successful and productive sales calls are the goal of all inside sales teams, believe it or not, many do not have a dynamic script to handle different call scenarios.

Sales & Marketing Alignment: Bringing the Pieces Together

NEW! Sales & Marketing Alignment: Bringing the Pieces Together
As business professionals, we are always looking for that next big thing. The thing that drives business, increases revenue, decreases operating expense, simplifies the process, and works more efficiently.

Featured Case Studies

Colt Powertrain

NEW! Colt Powertrain
Colt Powertrain is a one-stop source for engines, transmissions and transfer cases. It offers products to automotive repair professionals, car dealers and consumers on a variety of makes and models including domestic brands like Ford, Chrysler, Chevy, and GM, as well as a range of components and engines for foreign models.

The SALT Group

NEW! The SALT Group
The SALT Group provides its clients with the most efficient and accurate Expense Reduction Reviews available today. Transactional over-payments occur on a regular basis due to a variety of reasons.

Millikin University

NEW! Millikin University
Millikin University is a private, four-year university, with traditional undergraduate programs in arts and sciences, business, fine arts, and professional studies, as well as nontraditional, adult degree completion programs (PACE) and graduate programs in business administration and nursing.