CRM Love
I am a "software guy" so I can learn just about any software, but my specialty and expertise is implementing and leading CRMs and digital marketing solutions. I am a champion of well designed and configured CRMs and how they can facilitate both the business and the customer experience.
The bottom line is revenue and if you make it easy for your customers to do business with you, and you make the experience a positive one, they will come back again and again and they will tell all of their friends and families about your business. Additionally, an easy to use platform that provides your end-users with exactly what they need and helps (not hinders) your employees perform their jobs and be more efficient, you will have grateful employees that are more productive. From optimizing business processes through workflows and enhancements, as well as training and user adoption, this is where I shine. More importantly, this is where I can help your team shine.​​ All that being said, I cannot want anyone's success more than they do. I am happy to discuss this more in depth.
My experience extends to identifying and improving the customer journey through analysis of data provided from your CRM against feedback and data that you may have already captured. I can help you exceed customer expectations by analyzing customer feedback through web comments, incidents/help tickets, and customer feedback from your lead managers, sales staff, service, and warranty. Addressing issues and filling gaps can improve the customer experience tremendously.
A good customer relationship management software should be a tool that your employees and management team simply cannot live without. Each customer record should tell a story. I would be thrilled to help you discover these stories. Imagine the amazing things that we could accomplish if we knew what our customers were thinking?
I am CRM agnostic. I have worked with many top CRMs in many capacities. The best CRM depends on your business, your business needs and as always, your budget. I am not a programmer but I know how to speak the language of and work with software designers to translate the business needs and expected outcomes and test each workflow and enhancement to make certain those outcomes are achieved.
​​​​Articles
You may find more articles on CRM failures than CRM successes, but there is more commonality than differences between the failed projects and the successful ones. Follow these guidelines and you'll be successful. Ignore these guidelines and you will fail. While I did not invent "Basic Guidelines for Project Success" I have countless CRM processes and best practices that I either developed myself or refined from existing best practices. I have not only managed successful CRM projects, but I have been on a few disasters. I have learned from all of them. The below are a few articles that resonated with me.
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​​What are the main reasons for CRM failures? WalkMe
2024 article, I highly recommend reading the entire article!
By WalkMe Team
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Driving organizational change – 5 tips for leaders
Written by Rose Keith, Consultant
Previously published by PSI Talent Management or Cubiks, prior to becoming Talogy.
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Why CRM Projects Fail and How to Make Them More Successful, HBR
By Scott Edinger
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Why Do CRM Projects Fail (And How to Fix Them), Salesforce
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​​​13 Practical Ways To Help Employees Adapt To New Technology, Forbes
By Expert Panel®, Forbes Councils Member
​Uncovering ROI: The Hidden Link Between Technology Change and Employee Experience, Eagle Hill Consulting
The Eagle Hill Consulting Employee Experience Survey 2021 was conducted online by Ipsos in January 2021. The survey included 1,003 respondents from a random sample of employees across the United States. The survey polled respondents on employee experience aspects, including technology, diversity, employee engagement, and customer service.
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