I enjoyed writing a post at the end of last year called ‘Reflections on CRM in 2011…’ and wanted to start to do a more regular piece on what’s been happening in the CRM market. January was a little quiet, so I’m covering January and February in this post. As Continue Reading
When CRM design and the real world collide
The last six weeks or so have reinforced just how important it is to be on the front-line when a CRM system is rolled out. We’re in the process of going live on an initial deployment to a few hundred users spread across multiple locations, and sitting through training and Continue Reading
There might be more to CRM training than people think…
Over the years many wonderful CRM systems have been built, but rather less have been used, or at least used in a way that generates significant value. Persuading people to use CRM systems in a consistent and structured way, over a prolonged period of time, is challenging. While user adoption Continue Reading
The best approach to CRM training – In-house or External?
I’m in the process of putting a piece together on training on CRM systems, but as a quick preliminary I thought would walk through some of the options for training delivery, and their relative strengths and weaknesses: Externally delivered training This is generally by using the CRM vendor or implementation Continue Reading