I have always advocated a consultative and collaborative approach internally as the best approach for CRM adoption. As the CRM processes mature and confidence in and familiarity with the tool grows, you can consider adding more functionality and more importantly collect more information using the tool. Continue reading
… sigh! Here I go again!
As a CRM user in India, after paying out anything from Rs 3000/- pm to Rs 12,000/- pm (these are per user prices, guys), you would expect to be productive from day one. The truth is no; you will not be. Since you have bought a CRM solution that can work for the big guys and the small, the retailer and the reseller, the pharmacist as well as the medical rep, you will realise that it actually works for none. Till you customize, that is. And, that is where the CRM customization industry comes in.
Spectacular as the growth of the SAAS based CRM market has been, the growth of the CRM customization industry has been even more spectacular. Virtually every vendor in the vast hinterland of the IT outsourcing landscape has a “CRM practice”; which basically means they customize Sage or Sugar or Salesforce for you. Modify the field-names, change the order in which they appear, add some custom reports, add the logo and hey presto, you have your own CRM tool.
This costs money. But, more than that, this takes time.
My advice, and this is only to the SMEs, is avoid customization as much as possible.
And if you have to, focus on those that reduce the clutter on the screen rather than add to the capabilities. Believe me, more capabilities now often mean more work to be done daily by your salesmen, your marketing executives and marcom professionals to add to the “profile information”, logging interactions and following “workflows” and “scripts” that lost their relevance almost as soon as they were written.
There are literally hundreds of CRM softwares existing in the world. Shouldn’t there be at least one which meets your current needs and some? Buy something written for your market segment and your locale in mind.
Salesgenie CRM ++ is designed for the needs of the SME segment of the market focused selling B2B. Can it handle B2C? Well, no! Will that mean, we will not address those selling soap or tissue-paper? No, we will not! Will we lose business? Well, it was not our business to start with!
We are for Small to Medium sized businesses, in India, whose sales model is B2B. If that means we do not “do it all”, so be it. We at least do not claim customization will fix this!