http://crmsol.pbwiki.com/ This is a community set up to help Paul Greenberg write the 4th edition of CRM at the Speed of Light. You've (hopefully) read the prior editions. Now have some direct input in the content of the chapters that are going to be written over the next si en http://crmsol.pbwiki.com/feedlogo.gif http://pbwiki.com/ PBwiki 1.3.8 support@pbwiki.com http://crmsol.pbwiki.com/FINALLY%3A++Top+%28and+Bottom%29+Ten+Lists email.hidden@example.com (Joel Lindstrom) Joel Lindstrom edited FINALLY: Top (and Bottom) Ten Lists 4. Viewing CRM as an IT/Technology project. IT understands technology, but they don't understand sales, marketing, and customer service. It is critical to put business requirements first, before the technology and platform.
5. Trying to implement CRM without adequate assistance/Choosing the wrong implementation partner.Rates of success will be greatly increased if you have somebody who knows not just the technology of CRM but also best CRM practices. Asking the right questions is key: Does the implementation partner that you choose specialize in CRM, or is it one of many things that they do? Do they actually use CRM, so they can understand CRM from a user perspective? Does their implementation approach just focus on executive level goals, or do they also include the end users to drive user adoption?
CRM Product: Product(Joel L):
Microsoft CRM Outlook Client--this was the product that changed CRM from a separate stand-along application and brought it into the every day workflow ]]> Thu, 17 Jul 2008 21:03:23 +0000 mod http://crmsol.pbwiki.com/FINALLY%3A++Top+%28and+Bottom%29+Ten+Lists email.hidden@example.com (Joel Lindstrom) Joel Lindstrom edited FINALLY: Top (and Bottom) Ten Lists 4. Viewing CRM as an IT/Technology project. IT understands technology, but they don't understand sales, marketing, and customer service. It is critical to put business requirements first, before the technology and platform.
5. Trying to implement CRM without adequate assistance/Choosing the wrong implementation partner.Rates of success will be greatly increased if you have somebody who knows not just the technology of CRM but also best CRM practices. Asking the right questions is key: Does the implementation partner that you choose specialize in CRM, or is it one of many things that they do? Do they actually use CRM, so they can understand CRM from a user perspective? Does their implementation approach just focus on executive level goals, or do they also include the end users to drive user adoption?
Most revolutionary CRM Product:
Microsoft CRM Outlook Client--this was the product that changed CRM from a separate stand-along application and brought it into the every day workflow (calendar, meeti]]> Thu, 17 Jul 2008 21:03:03 +0000 mod http://crmsol.pbwiki.com/Chapter+26%3A+The+Data+Model+Walks+The+Runway email.hidden@example.com (Joel Lindstrom) Joel Lindstrom edited Chapter 26: The Data Model Walks The Runway What Should Be Included and Why?
The strategy on Customer Data Management .. popularly known as CDI or MDM -- primarily "Gold Copy of Customer " .. The fundamental block for success of any Customer experience model is around identifying the customer with the core attributes . The challenge faced by most customers is most of them do not even know which part of the enterprise holds a 360 degree view of the customer .. we are not talking about merging customer data but about the importance of a Single View of Customer
(Joel Lindstrom)The challenge is that customer data lives in many different systems--Accounting/Finance/ERP, CRM, Enterprise Data Warehouse, etc, many of which employees in sales and customer service don't have access to, giving them a limited view of the customer.
A good CRM system can be used to give end users a 360 degree view of customers including not only the sales/marketing/customer service data, but it can also can provide a glimpse of relevant data from these other ]]> Thu, 17 Jul 2008 19:57:04 +0000 mod http://crmsol.pbwiki.com/Chapter+31%3A+You+Can%27t+Handle+The+Truth+-+So+You+Have+to+Change email.hidden@example.com (Joel Lindstrom) Joel Lindstrom edited Chapter 31: You Can't Handle The Truth - So You Have to Change Number of Pages: 12
What Should Be Included and Why?
(Joel Lindstrom) We have seen good success with setting up a CRM advisory panel at the company that is driven by them to manage the change management process. We assist them, but we have them drive it. This is a great way to increase user adoption.
It is also critical that they have a test/dev environment to test changes in the application before rolling out to production. This test environment should have a copy of your production environment so you can see what your changes will look like "real world" before affecting your production environment.
This is also where a multi-tenancy/multi-org CRM platform can help minimize your costs of maintaining a test environment, as you can set up multiple environments on one CRM server.
Content Chats
Chapter Library
]]> Thu, 17 Jul 2008 19:48:53 +0000 mod http://crmsol.pbwiki.com/Chapter+25%3A+On+Demand%2C+On+Premise%2C+Web+Services%3A+The+Debate+Continues email.hidden@example.com (Joel Lindstrom) Joel Lindstrom edited Chapter 25: On Demand, On Premise, Web Services: The Debate Continues Vendors Who Could Be Showcased in this Chapter
(Paul G.) SugarCRM, Salesforce.com, NetSuite, Business Objects, Zuora, RightNow, Oracle
(Joel Lindstrom) Microsoft Dynamics CRM 4.0 and CRM Online
(Jesus H.) How about the other CRM vendors from Europe and Latin America that are out there many from Spain, Canada, Brazil and Argentina, like www.b-kin.com & inescrm.com ... a section about the growth of SaaS outside United States could be very interesting.
Schedule A Demo or Phone Call
]]> Thu, 17 Jul 2008 19:38:51 +0000 mod http://crmsol.pbwiki.com/Chapter+25%3A+On+Demand%2C+On+Premise%2C+Web+Services%3A+The+Debate+Continues email.hidden@example.com (Joel Lindstrom) Joel Lindstrom edited Chapter 25: On Demand, On Premise, Web Services: The Debate Continues (Paul G.) Discussion of not just on premise/on demand but open source?
(Jesus H.) how about on premise but single tenancy vs multi-tenancy like Aplicor and 100% hosted?
(Joel Lindstrom) The hosted/SAAS model is very promising, but I find that some people don't understand some of the limitations that still exist compared to on-premises. For many (possibly a majority) of companies, hosted/subscription models would work fine andare worth considering, but they need to understandyou they give up a bit of control and the ability to do some of the deep customizations that you can do with an on-premises application. You cannot make certain changes to the core files or do some database level operations that would potentially affect other subscribers of the service. That's why it is advisable to go with a product that offers both products and a path to migrate from hosted/pure web to on-premises if your business requirements change down the road.
Content Chats
Chapter Library
]]> Thu, 17 Jul 2008 19:38:08 +0000 mod http://crmsol.pbwiki.com/FINALLY%3A++Top+%28and+Bottom%29+Ten+Lists email.hidden@example.com (Joel Lindstrom) Joel Lindstrom edited FINALLY: Top (and Bottom) Ten Lists 4. Viewing CRM as an IT/Technology project. IT understands technology, but they don't understand sales, marketing, and customer service. It is critical to put business requirements first, before the technology and platform.
5. Trying to implement CRM without adequate assistance/Choosing the wrong implementation partner.Rates of success will be greatly increased if you have somebody who knows not just the technology of CRM but also best CRM practices. Asking the right questions is key: Does the implementation partner that you choose specialize in CRM, or is it one of many things that they do? Do they actually use CRM, so they can understand CRM from a user perspective? Does their implementation approach just focus on executive level goals, or do they also include the end users to drive user adoption?
Some of the best customer service experiences (Joel Lindstrom):
1. Microsoft--Over the years I have dealt with Microsoft when I have had a problem with Windows, Office, etc. My experience with their ]]> Thu, 17 Jul 2008 19:26:14 +0000 mod http://crmsol.pbwiki.com/Chapter+15%3A+There%27s+Not+Much+More+That+You+Can+Say+About+Sales+Than+Sales+People+Do email.hidden@example.com (Joel Lindstrom) Joel Lindstrom edited Chapter 15: There's Not Much More That You Can Say About Sales Than Sales People Do Number of Pages: 12
What Should Be Included and Why?
(Joel Lindstrom)
The challenge is that good salespeople often have developed their own process that works for them, from older sales pros using 3X5 cards, to Excel experts using spreadsheets, to others using Outlook to track their accounts, contacts, and opportunities. There is also a reluctance to be tracked by management. This is often due to the message that management sends--if you project that you are going to sell something, and then you don't, your job might be on the line. This message, expressed or not, can lead to a reluctance of sales to accurately report their pipeline, and a mistrust by management of the pipeline that they are given.
It is crucial that the salespeople are given buy-in in the tools that they use, so that they will see value in the tool and actually use it. The best CRM platforms can help mesh this together by making the CRM data accessible in the formats that the salespeople are used to--web, Outlook contacts an]]> Thu, 17 Jul 2008 19:18:00 +0000 mod http://crmsol.pbwiki.com/Chapter+17%3A+On+The+Front+Lines%3A+Customer+Service+Meets+the+21st+Century email.hidden@example.com (Joel Lindstrom) Joel Lindstrom edited Chapter 17: On The Front Lines: Customer Service Meets the 21st Century What Should Be Included and Why?
(Maz P.)
of calls calls come into your various call centers everyday. Many of these are repetitive problems problems that could be eliminated through process or system improvements. Yet they they don't happen or are very slow to happen. How do you connect the rest of your organization to the front line experience. How do you uncover improvement opportunties from customers to eliminate theses repetative issues? issues?
(Joel Lindstrom)
A big issue that I see is that the way that customer service people are compensated leads to bad customer service. If someone gets paid the same rate per hour no matter how many issues they resolve, or they are incentivised to get through as many calls as quickly as possible, it leads to an I don't care attitude. If compensation/bonuses are tied to customer satisfaction, and they are brought into the sales process/incentivised to find quality leads f]]> Thu, 17 Jul 2008 19:08:57 +0000 mod http://crmsol.pbwiki.com/FINALLY%3A++Top+%28and+Bottom%29+Ten+Lists email.hidden@example.com (Joel Lindstrom) Joel Lindstrom edited FINALLY: Top (and Bottom) Ten Lists This page is for you to list your top and bottom ten lists on any germane subject e.g. Top CRM Influencers, Top CRM enterprise suites; Worst CRM products; Best 3 CRM experiences I ever had. The top 5 reasons CRM fails. The "10" figure is metaphorical. You can have a top 1 or a bottom 25 if you want. If you do put a list here, please make sure there is at least one sentence as to why you chose what or who you chose in each instance. Again, your name MUST be included as the author of the list or it will be deleted. That goes for everything you do. Thanks.
LISTS
Top5 reasons that CRM implementations fail by Joel Lindstrom, Customer Effective:
1. Lack of user adoption. It doesn't matter what CRM system you have, if the users won't use it, it will fail. This can be due to lack of proper training, failure to get buy-in from the end users early in the process.
2. Lack of clear vision. Like # 1, if there is not a clear vision of why CRM is important in the organization, and it is not relate]]> Thu, 17 Jul 2008 18:53:06 +0000 mod http://crmsol.pbwiki.com/Chapter+35%3A+Sigh++++Time+to+Choose+the+Right+Vendor email.hidden@example.com (smcnicholas) smcnicholas edited Chapter 35: Sigh Time to Choose the Right Vendor I'll wait for comments before writing much more.
Content Chats
(smcnicholas) All too often, Customers find they have selected the wrong partner too late in the game. The importance of selecting the correct partner to implement your CRM strategy is as important as selecting the correct CRM application. If you are selecting a partner for your CRM implementation you must consider several factors across the functionality you plan to leverage – marketing, sales and customer service. There are several fairly equally weighted factors in this decision:
Two words – User Adoption. When selecting a CRM partner it is imperative that they understand and can articulate their strategy on successful user adoption. This is a MUST HAVE and ranks at the top of the list with selecting the right application for your organization and having an active long-term CRM strategy.
Choose a partner that can PROVE competency in the tool you have selected. In my experience, I have recently seen a trend where “Rescue M]]> Thu, 17 Jul 2008 15:28:07 +0000 mod http://crmsol.pbwiki.com/Chapter+30%3A+Talk+A+Little%2C+Talk+A+Lot%2C+Be+A+Multichannel+Warrior%3A+Communications+Planning email.hidden@example.com (smcnicholas) smcnicholas edited Chapter 30: Talk A Little, Talk A Lot, Be A Multichannel Warrior: Communications Planning What Should Be Included and Why?
Content Chats
A(smcnicholas) A CRM solution is only as good as the people using it. If you don't communicate with the users of the solution and involve them early and often, prepare for failure. Please see Vendor Showcase suggestion below.
Chapter Library
Documents
Audio
Vendors Who Could Be Showcased in this Chapter
Customer(smcnicholas) Customer Effective created the User First Design Formula™ - an iterative process developed over hundreds of Microsoft Dynamics CRM implementations. It’s easy to understand and provides an extreme focus on user adoption as the single most critical aspect of the implementation. The process is defined by 4 short duration phases designed to meet incremental goals along the way, thereby getting traction with end users at every stage. The User First Design Formula IS the communication plan, and because it is how we work, it cannot be ignored.
Perhaps the best way to highlight U]]> Thu, 17 Jul 2008 15:12:01 +0000 mod http://crmsol.pbwiki.com/Chapter+30%3A+Talk+A+Little%2C+Talk+A+Lot%2C+Be+A+Multichannel+Warrior%3A+Communications+Planning email.hidden@example.com (smcnicholas) smcnicholas edited Chapter 30: Talk A Little, Talk A Lot, Be A Multichannel Warrior: Communications Planning Vendors Who Could Be Showcased in this Chapter
Customer Effective created the User First Design Formula™ - an iterative process developed over hundreds of Microsoft Dynamics CRM implementations. It’s easy to understand and provides an extreme focus on user adoption as the single most critical aspect of the implementation. The process is defined by 4 short duration phases designed to meet incremental goals along the way, thereby getting traction with end users at every stage. The User First Design Formula IS the communication plan, and because it is how we work, it cannot be ignored.
Perhaps the best way to highlight User First Design is to compare a Microsoft CRM implementation it to a typical ERP or accounting system implementation, where the user doesn’t really have a choice.If it’s an accounting system, users must utilize it as a part of their job.But CRM is an optional choice for users – they don’t have to use it, but if the solution makes sense for the user, if it works for the use]]> Thu, 17 Jul 2008 15:11:33 +0000 mod http://crmsol.pbwiki.com/Chapter+30%3A+Talk+A+Little%2C+Talk+A+Lot%2C+Be+A+Multichannel+Warrior%3A+Communications+Planning email.hidden@example.com (smcnicholas) smcnicholas edited Chapter 30: Talk A Little, Talk A Lot, Be A Multichannel Warrior: Communications Planning What Should Be Included and Why?
Content Chats
A CRM solution is only as good as the people using it. If you don't communicate with the users of the solution and involve them early and often, prepare for failure. Please see Vendor Showcase suggestion below.
Chapter Library
Documents
Audio
Vendors Who Could Be Showcased in this Chapter
Customer Effective created the User First Design Formula™ - an iterative process developed over hundreds of Microsoft Dynamics CRM implementations. It’s easy to understand and provides an extreme focus on user adoption as the single most critical aspect of the implementation. The process is defined by 4 short duration phases designed to meet incremental goals along the way, thereby getting traction with end users at every stage. The User First Design Formula IS the communication plan, and because it is how we work, it cannot be ignored.
Schedule A Demo or Phone Call
Perhaps the best way to highlight User First Design is t]]> Thu, 17 Jul 2008 15:07:42 +0000 mod http://crmsol.pbwiki.com/CRM+-+A+Portal+Approach email.hidden@example.com (Chakradhar Gooty) Chakradhar Gooty edited CRM - A Portal Approach This section talks about how technology is no more an enabler but the most important component for the success of CRM 2.0. I will add details on what we see emerging with leading clients from our experience in technology and Business consulting across sectors .
I see 3 emerging trends in the CRM application space . These trends are tied into the nature of business and size of CRM investments already made by business and a functiona of the size of enterprise. For the sake of discussion i am looking at 3 key segments - Fortune 1000 (Having large customer base both B2B and B2C), Fortune 1000 and above - medium size investments in CRM and SMB sector who has limited CRM investments .
Large Fortune 1000 organizations - with significant CRM investments - These firms have traditionally invested in package applications like the siebel, peoplesof , SAP's of the world and also host of applications supporting the sales, marketing and service component of the enterprise. The focus was on creating infrastructure]]> Mon, 14 Jul 2008 06:51:08 +0000 mod http://crmsol.pbwiki.com/Chapter+33%3A+I+Want+This+Chapter+To+Be+On+Privacy%2C+But+If+I+Wrote+It%2C+I%27d+Have+to+Blog+About+You email.hidden@example.com (karl) karl edited Chapter 33: I Want This Chapter To Be On Privacy, But If I Wrote It, I'd Have to Blog About You Obama urges inquiry into passport snooping
http://www.cnn.com/2008/POLITICS/03/21/obama.passport/index.html
Celebrity Passport Records Popular
State Dept. Audit Finds Snooping Was Frequent
http://www.washingtonpost.com/wp-dyn/content/article/2008/07/03/AR2008070303799.html?wpisrc=newsletter
One Subpoena Is All It Takes to Reveal Your Online Life
http://bits.blogs.nytimes.com/2008/07/07/the-privacy-risk-from-the-courts/
When does a privacy breach cause harm?
http://www.computerworld.com/action/article.do?command=viewArticleBasic&articleId=9066958&pageNumber=1
]]> Mon, 07 Jul 2008 15:31:59 +0000 mod http://crmsol.pbwiki.com/Chapter+33%3A+I+Want+This+Chapter+To+Be+On+Privacy%2C+But+If+I+Wrote+It%2C+I%27d+Have+to+Blog+About+You email.hidden@example.com (karl) karl edited Chapter 33: I Want This Chapter To Be On Privacy, But If I Wrote It, I'd Have to Blog About You OECD Privacy Principles - Developing a Privacy Policy and Statement: www.oecd.org/document/1/0,3343,fr_2649_34255_28863233_1_1_1_1,00.html
Interactive tutorial available from the FTC. Protecting Personal Information - A Guide for Business: http://www.ftc.gov/infosecurity/
Web 2.0 and eDiscovery
Enterprise employees frequently use social networking tools, most notably Web-based applications. It's no surprise more organizations are wondering what happens if social networking data becomes relevant to an e-discovery investigation.
http://searchsecurity.techtarget.com/tip/0,289483,sid14_gci1319551,00.html?track=NL-430&ad=649686&asrc=EM_NLT_3966236&uid=226727
Legal approaches & attitudes toward privacy/security in the U.S. and abroad.
Conflict brewing over EU - US deal to release EU data to US government:
]]> Thu, 03 Jul 2008 11:29:09 +0000 mod http://crmsol.pbwiki.com/Chapter+33%3A+I+Want+This+Chapter+To+Be+On+Privacy%2C+But+If+I+Wrote+It%2C+I%27d+Have+to+Blog+About+You email.hidden@example.com (karl) karl edited Chapter 33: I Want This Chapter To Be On Privacy, But If I Wrote It, I'd Have to Blog About You Interactive tutorial available from the FTC. Protecting Personal Information - A Guide for Business: http://www.ftc.gov/infosecurity/
Legal approaches & attitudes toward privacy/security in the U.S. and abroad.
Conflict brewing over EU - US deal to release EU data to US government:
http://www.scmagazineuk.com/Exclusive-Privacy-campaigners-may-sue-EC-over-provision-of-citizens-personal-data-to-the-FBI/article/111924/
State Department contractors under investigation for accessing passport files without authorization
http://www.darkreading.com/document.asp?doc_id=148940
]]> Tue, 01 Jul 2008 13:50:30 +0000 mod http://crmsol.pbwiki.com/Chapter+29%3A+Mapping+The+Customer+Experience+%28Not+Google+Maps%29 email.hidden@example.com (Ioana Codoban) Ioana Codoban commented on Chapter 29: Mapping The Customer Experience (Not Google Maps) Here are also some biographical notes. This is an interesting and exciting theme; I would be delighted to have other opinions on the subject!

Desmet, P.M.A. (2003). “Measuring emotion; development and application of an instrument to measure emotional responses to products”, In: M.A. Blythe, A.F. Monk, K. Overbeeke, & P.C. Wright (Eds.), Funology: from usability to enjoyment (pp. 111-123). Dordrecht: Kluwer Academic Publishers. (2003).
Carù, A. and Cova, B. (2003). Revisiting consumption experience. A more humble but complete view of the concept, Marketing Theory, Vol. 3(2): 267-286
Hassenzahl, M. (2002). „The effect of percieved hedonic quality on product appealingness”, International Journal of Human-Computer Interaction, 13(4), 479-497
Hassenzahl, M., Platz, A., Burmester, M. & Lehner, K. (2000). “Hedonic and Ergonomic Quality Aspects Determine a Software´s Appeal”, CHI 2000, 1-6 April
Hassenzahl, M. (2003). “The thing and I: Understanding the relationship between user and product�]]> Mon, 23 Jun 2008 03:44:57 +0000 com http://crmsol.pbwiki.com/Chapter+29%3A+Mapping+The+Customer+Experience+%28Not+Google+Maps%29 email.hidden@example.com (Ioana Codoban) Ioana Codoban commented on Chapter 29: Mapping The Customer Experience (Not Google Maps) I consider Experience as being a key concept for the new market situation (there are a lot of things to mention here from post-modernism to turbulence, but let’s keep it brief). From a psychological perspective, Experience is formed by an “ensemble” of behaviours, cognitions and emotions that, put together, creates the “individual feeling of the situation”. Of course memory, values and attitudes impact on the perception and interpretation of the current context and play a role in creating Experience, this is why the same context can determine different Experiences for different participants. I appreciated the article wrote by Carù and Cova (2003) about consumption experience so I warmly recommend it.
An adequate evaluation should refer to all the three aspects and try to extract especially the individual reflection. One of the issues here is the correct “evaluation” of emotions. I would recommend the work of Desmet (2003, but also other articles) for product emotion measurement – interesting]]> Mon, 23 Jun 2008 03:43:58 +0000 com