business process management

Fixing the Process of Capturing Sales is the Way to get Results – CRM is the Solution

Improving customer relationships is a secondary benefit of implementing a CRM and not the main goal. The main goal should be business process management. Not having this as a goal leads to a majority of CRM implementation failures. Let’s take a closer look at the BPM aspect now. Consider the number of people and the number of [...]

Fixing the Process of Capturing Sales is the Way to get Results – CRM is the Solution2021-02-10T21:15:06-08:30

The 5 Phases of Gap Analysis

Gap analysis is a tool that helps a company to compare its actual performance with its potential performance. At its core are two questions: "Where are we?" and "Where do we want to be?” Utilizing this tool may be very broadly focused to help set corporate strategy or very narrowly focused to help set a [...]

The 5 Phases of Gap Analysis2020-07-06T23:10:22-08:30

CRMs are not about Customer Relationships

Software CRMs or Customer Relationship Management systems are truly misunderstood in the marketplace. Having engaged with hundreds of customers, I am still surprised that the prevailing thought is that implementing a CRM will somehow magically improve issues they have finding, developing, and building partnerships with their customers. Truth be known, CRMs really have very little to [...]

CRMs are not about Customer Relationships2020-06-21T21:02:18-08:30

Avoid a Critical Mistake : Make Sure you Pick the Right CRM system

In my blog, CRMs are about Business Process Management, I implied that without strong internal business processes, CRM implementations are doomed to fail, leading to the 55% to 70% failure rate reported by industry experts. I’ll try to support that claim with examples of success. Due to limited space, let’s take a look at [...]

Avoid a Critical Mistake : Make Sure you Pick the Right CRM system2019-11-05T08:42:01-08:30