3 Reasons Why CRM Systems Fail - Any of Them - Forbes Magazine

After being involved in CRM since 1997 as a consultant, here is my opinion on why CRM fails and how to fix it.

  1. The wrong application has been chosen
  2. Upper management does not use any of its functions or offers buy-in
  3. Data entry is too tedious
  4. The reps have no incentive to update the system

When it comes to motivating reps, some of my clients draw the line saying, "If the note isn't in the CRM; then, it didn't happen. You don't get paid or keep the account".    I believe that's a little too negative via threat. My fear is they will do the minimum not to get fired, but your analytics won't become accurate.

My thought is to design a CRM system it's "self-serving" for the rep.  For instance, the best data entry improvement at one of my client sites was done because the rep saves two hours of admin time by preparing an on-site inspection report.  Before WiredContact, this would take 2 more hours because had to return to the office to fill out a carbon-paper form; then, it took too many additional steps to scan the document and attach it to act!   This inspection report also automatically populates management's report indicating the rep has performed account management duty as well.

If you are a business owner, not getting the results  you want, I recommend three things before switching apps or consultants,  It's a little different from an article from Forbes, but we have similar opinions.

  1. Change your current screens (data entry forms) so it's even easier to enter data
  2. Make it mobile
  3. Show them something self-serving once the data is entered

Salesforce.com: $22 Billion Market Cap, No Profits

Do you really want to pay for this guy's jet ?

Salesforce.com: $22 Billion Market Cap, No Profits, Nice Place to Work, Especially for CEO Benioff

I would not.  Here is the article in Forbes.

ACT! Celebrates 25th Birthday

ACT! turned 25 years old this week, and that's an epic achievement in the world of software. When ACT! came out in 1987, think of all the I.T. tools businesses did not have such as:

  • E-Mail
  • Internet (Al Gore was still inventing it)
  • Mircosoft Windows
  • Social Media
  • Tablets
  • Laptops
  • Local Area and Wireless Networks

Personal Computers had the Intel 80386 chip running at 33mhz (megahertz). Today, personal computers running the Intel Core2 Duo Processor E7600 can run at 3.06ghz (gigahertz).

Why did ACT! survive as a brand despite all these changes in computing ?

  • ACT! remains easy to adapt
  • ACT! can be customized
  • ACT! has adapted to the latest changes in technology
  • ACT! is an easy start for a small business owner to make order out of chaos when it comes to managing relationships.

For you to get the most out of ACT! (or any CRM), you need to know which business processes you wish to improve. ACT! streamlines your sales, marketing or customer service processes so you can acquire a competitive edge.

Think about what you wish to improve, and then we will make it easier with ACT! and other CRM tools.

Which CRM is the Best ?

With the advent of Cloud Computing, SmartPhones, Tablets and Unique Requirements for Our Clients, we say, "It Depends". Here is our article: http://www.mondocrm.com/crm-services/which-crm-is-best/

What is CRM ?

Customer Relationship Management is a combination of software & a customized software process to help companies gain a competitive advantage in either sales, marketing or customer service.


Some common software packages include:

  • Act!
  • WiredContact
  • Salesforce.com
  • Microsoft Dynamics CRM
  • SugarCRM
  • ZohoCRM

Now to review the differences between these packages can take more than a quick blurb. For one client on a three user setup for a system focused on marketing and mobile access, I highlighted 40 feature comparisons.

Many of the  same features exist among all the products, so you want to consider ease-of-use, flexibility, licensing options and tech support costs.

What's best for you ?  Since your business has unique qualities and processes,  you should talk the software publisher and/or a consultant.  The consultants have the in-the-field experience to know what works and can have more experience on data conversions between software publishers.  Meanwhile. the publishers focus on building the feature set and ensuring stability.