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Austin Lunch and Learn Presentation: Epicom CEO and Founder, Bill Harrison, covers the major challenges companies face with deploying CRM systems and how to meet those obstacles head on. Bill discusses best practices on CRM evaluation and implementation and how architecting a solid system system before launching will improve CRM adoption and overall productivity.
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Lunch and Learn: Overcoming CRM Challenges
The Epicom Team
Epicom
- Off-site backup- HIPAA and PCI compliant- Server, firewall, and application management
- Requirements gathering, documentation, and analysis- Prioritization and scheduling of phased deployments- Design and technical feasibility- Data Migration & Mapping
Agenda
• CRM Evaluation Best Practices
• CRM Implementation Process
• Overcoming the Day to Day Challenges
Three Phases of CRM Evolution
• Phase 1 – Manager Centric
• Phase 2 – User Centric
• Phase 3 – Network Centric
Individuals No Longer Rule on Sales Teams
From 2002 to 2012, the impact of individuals’ task performance on unit profitability companywide
decreased, on average, from 78% to 51%. But the impact of employees’ “network performance” — that is, how much people give to and take from their coworkers — increased from 22% to 49%.
Even in sales, network performance now accounts for about 44% of the impact.
Harvard Business Review – January 9, 2014
CRM Evaluation
• Collaborate– Identify pain points in all areas
– Outline processes
– Keep all constituents in mind
– It’s a team effort
Business Fit
Business Fit: Is the tool flexible? Will it scale? Is it intuitive? Can you easily get
data in and out? Do you need
mobile capability? Price? Controlled hosting
environment?
Feature Fit
• What key components must exist?– Pipeline management– Activity tracking– Lead tracking– Reporting– Workflows/Automation– Email– Integration to other
internal systems (Gmail, Outlook, QuickBooks, WebEx)
Implementation
• Flexibility– There’s more to CRM than sales
management– Encourage transparency and
cooperation between departments
• Usability– Keep end users in mind– Is the tool something they can use to
their benefit
Implementation
• Used a phased approach
• Training, training, and more training
• Reinforce the benefits with the users
• Highlight the good outcomes
Overcoming the Day to Day Challenges
• Data entry– Run all meetings in
CRM– It only happened if
it’s in CRM
• Automation• Collaboration• Make the system
essential
