How to
Destroy a Good CRM Implementation
Watch out who gets their hands on your CRM system
Ok, so
you’ve heard me talk about some of my clients and
read stories about a few of their successes and
failures. You know by now that, among other
sales-related services, I sell, install, customize
and train on GoldMine as a CRM solution for many
of my clients. When I am finished with these
implementations, I usually hate walking away from
them because I worry that someone is going to
“fiddle around” with it and screw something up.
That’s why I also offer, and many clients invest
in, an on-going support agreement where I continue
training, customizing, enhancing, fixing, etc,
their CRM implementation. This also includes
designing sales and business processes to help
streamline their sales cycle and improve their
customer acquisition and retention strategies.
Well, here’s an interesting story about someone
who stopped using me because they hired an
in-house “IT Guy.” I was never their “IT Guy.” I
was their GoldMine expert who also helped with
their business strategies and processes.
Additionally, they used another outside consultant
to do their IT work. Now they have their own
in-house person and no outside consultants to work
on GoldMine, business practices, or their IT
stuff. The first problem with this scenario is
that this new “IT Guy” does not know GoldMine, nor
is it in his charter, interest, or schedule to
learn it. He made that abundantly clear to me on
our first encounter...
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