Business Thoughts by Allegro

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One of the most important factors in the success of your CRM implementation is employee buy-in. The bottom line is that no matter how much time it took to plan your CRM, or how much money you spent implementing it, it isn't worth a dime if you can't get your staff to use it. It is easy as a manager to see the benefit, but how do you translate that to the masses.

Here are 4 easy steps to adoption:

1. Roll out your deployment from the top down. Let your managers and senior staff lead the way. Show that they are 100% committed to the success of the CRM. Allow them to experience some of the benefits and be able to share that before moving forward.

2. Use peer pressure. Prior to the big staff announcement of the new system, choose the most respected person on the team to be an evangelist. That person can set a great example for the rest of the team showing enthusiasm for the project.

3. Be sure to offer adequate training. Your least tech savvy user needs to be just as proficient as your IT manager. Begin with the basics. Have the team truly grasp how to perform the essential tasks for a bit before moving on to additional functionality.

4. Calm the fears. Many sales people can be slow to adopt due to transparency of their activities. It is true that managers may hold sales people more accountable for their duties, but be sure to let everyone know that the system is for the good of the company as a whole. Accounting can pay out commissions more accurately based on closed opportunities, managers can monitor quotas to determine bonuses, and sales leads can be distributed more accurately and appropriately to just name a few benefits.

Download this useful guide to increasing CRM adoption rates within your sales staff.

Increase-CRM-Adoption-Rates.pdf

So, you've decided that it's time.  You see a CRM in your future, but how far? I am hoping to make the process a little easier with this series of posts about getting started with customer relationship software and have you quickly on your way to CRM success!  Below is a simple list of things to consider when finding the right package for your business.

1. Company Size - Determine how many users you will need to have access to your new CRM.  Also, be sure to consider how much data will be stored.  Don't just think about your business in today's terms, but the future also.  Hopefully, your business is continually growing.  You don't want to adopt a package only to quickly find out, you've outgrown it.

2. Company Goals - Why did you consider a CRM in the first place?  Are you looking for a central database for customer information?  Did you wish to streamline marketing activities?  Maybe your focus is on sales and you want to be able to manage your entire sales team and related activities in one place.  Take a bit to think about all of the reasons that a CRM can benefit your company. Set goals for what you want to accomplish with a CRM. 

3. Deployment Options - We will talk more about this topic later in the series, but a few things to consider are: What type of company are you?  Is it important for you to have complete control over storage and data protection?  Do you have the resources to maintain this type of deployment?  If you have limited IT resources or cost can be an issue, maybe on-demand or cloud deployment.

4. Mobility - Do you have a sales team needing mobile access?  Many of today's CRM options are internet based, so laptops are not a problem. But if tablets and smart phones are the primary mobile source, be sure the system you choose can support that.

5. Ease of use - Will the CRM you choose be time intensive to learn? Be sure that not only your IT staff can use the system, but the less tech savvy as well.  There are some CRM options that have a friendlier user interface than others.  Don't necessarily forgo functionality for ease, but consider that it will be much easier to get buy-in from staff if it isn't rocket science to figure out.  Also, if you do not have the financial resources for in-person training, make sure the CRM you choose has plenty of online resources available.

6. Ease of maintenance - Make sure that you research out-of-the box capabilities and match those to your specific needs. Do you have the IT resources to manage and maintain your CRM in-house?  Will you be able to handle any necessary configurations and customizations?

Of course, every business is different and you may end up with a longer list than this.  I just want you to have a place to start.  That's the hardest part, right?

Posted by on in Customer Relations

Keeping customers isn't easy. In today's business environment, it is imperative that you create a customer experience worthy of repeat business. Customer experience can be the single defining factor in differentiating you and your competitors. A CRM can be a key component to your business success.

The thought of implementing a CRM can be daunting. People, in general, are resistant to change. It creates fear and doubt. When it comes to the discovery process and eventual adoption of a CRM, things are no different. There are many decisions to make. Which CRM product best suits your needs? What type of deployment works best for your organization? How do you get staff to get on board with a new way of doing things? Over the next few weeks, I will be highlighting these issues and offering a way of working through the process; from discovery to adoption of a CRM. I want to help eliminate your fears and create a well thought out path to CRM success. Stay tuned...  In the meantime, check out this great whitepaper on achieving early success with your CRM deployment. CRM_Time_To_Value_wp.pdf

To learn more about the OneSource ERP extensions available, select them below.

  • Advanced Search +

    Increase Magento’s normal search capabilities by providing advanced search. Customers will be able to easily and quickly search based on category, product attributes, terms in the product descriptions, and more.  
  • Amazon Integration +

    This extension integrates your e-commerce information with the leading Amazon storefront and allows for simple management of product listings with automated synchronization of stock levels, pricing, and item details. 
  • Assortments +

    OneSource supports the normal ERP pricing functionality that gives you the ability to provide quantity-based price breaks. The assortments extension expands upon this by allowing you to define groups in your ERP where the combined quantity of all items in any assortment group is used to provide quantity price breaks for all the items in that group.
  • Complicated Shipping, Splits, Extra Warehouses +

    The complex shipping customization adds shipping rules to support multiple warehouses and charge delivery rates from each warehouse origin. Break customer orders down by product group. The extension supports scenarios such as placing an order that has products shipping separately or from different locations. This type of order can become two separate orders in the ERP yet allow the customer to pay for them together.
  • Configurable Products +

    If you sell multiple products that only differ in size, color or some other characteristic, you need the Configurable Products extension. This module will allow you to display a single product to the customer and then let them select the particular attributes that differentiate between variations to get exactly what they need.
  • Coupons +

    Set up coupons to support promotions, encourage new customers, reward repeat customers, and more. This module allows the setup of a variety of coupons and discounts for your customers.
  • Data Feed to POS System +

    The POS data feed extension allows for order entry outside of your e-commerce website. For OneSource clients that have brick and mortar stores, you can have your catalog and inventory information available in your POS system and upload orders back to your ERP through your e-commerce storefront.
  • Featured Products +

    The Featured Products extension allows you to highlight items on your homepage and grab the attention of your customers.  Whether you choose best sellers or clearance items, help move more product by placing them front and center of your website.
  • Google Analytics Tuning +

    Google Analytics is a powerful tool for managing your web presence. This service can help you keep your site tuned for optimal reporting. A few of the features we will optimize are eCommerce tracking, ghost spam filters, and custom views.
  • Password Writeback +

    Normally, the OneSource end user either manages their password completely on their own or it is managed for them through the ERP. With this customization, gain the best of both worlds. Update your ERP each time a user changes their login password.
  • Purchase History with Reorder +

    Go beyond the ability to review past orders and invoices with Purchase History. This customization provides your customers with the ability to see all items purchased in the past month, year, or more; along with details. The customer can then easily add desired items to their current shopping cart.
  • Quick Order +

    For B2B customers or those that know your part numbers, Quick Order provides an easy method to rapidly enter a new order. Customers can easily enter part numbers with a helpful auto-fill capability to ensure accuracy, review the price, and indicated the desired quantity. Taking new orders in seconds will help turn good customers into great customers.
  • Salesman/Manager Module (Basic and Advanced) +

    This extension allows salesmen or managers to log in and place orders as any given customer. Whether needed for regional managers to watch over their sales teams or for sales people to assist clients in their territory, this customization will give managers oversite into the orders of those under their responsibility. The advanced version offers even more oversight features such as the ability for reports across customers.
  • Store Locator +

    The Store Locator extension allows customers to easily find the nearest retail location or dealer right from your website. Whether they are your own brick-and-mortar stores or the locations of retailers that carry your products, help your customers find you quickly and easily.
  • Ultimate Marketing Page Sliders +

    This extension takes your e-commerce marketing beyond the typical slider. Have even more impact with multiple sliders and sidebars with promotional images. Using spreadsheets, you can manage your own product lists to include in specific promotions.
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