I recently caught up with the CEO of a growing company that I had advised for about a year to see how they were doing. I was absolutely thrilled to hear that they had implemented Pipeline Deals (www.pipelinedeals.com), a simple CRM software application. I was thrilled for two reasons. First, when I checked out Pipeline Deals online it was obvious that simplicity and not over building the software are key goals of the company. Second, I was thrilled with the initial feedback, “It works well and everyone has adopted it. The excel sheet is gone!”
When we worked together they were still using spreadsheets to track their pipeline and forecast revenue for each month. It worked for them then but we had many discussions about what would come next as they were rapidly growing beyond the capacity of a spreadsheet to manage their businesses. So many companies in this situation, over buy and over estimate what they need, what they will implement, and how complex their business will become. To see this company choose a CRM tool, that fills their needs without adding too many bells and whistles is just fantastic. I have said it before, and I will probably get on this horse again someday, but simplicity is such a key to success anytime you are working with customer management (CRM) systems especially when the field sales team is involved.
The second reason for my little jump for joy was to hear that it was working well and everyone has adopted it. Those who have been close to similar project know that this is no small feat. The fact that the CEO is deeply involved in the sales process and took the lead with the tool deserves a lot of credit. But that is also the lesson for the rest of us. These tools take ongoing leadership and commitment from the very top. This adoption and early success also sets up the company for more success down the road. Success builds success. With this project they have begun to build a culture that expects changes to stick. They will pay attention to the next initiative, because there is a history of projects being rolled out and transforming the business for the better. This is such a contrast to the culture I have seen in companies that expects failed projects and as a result learn to duck and wait for the ‘fad’ to pass so they can go back to business as usual.
If you have a choice between two CRM tools – one that has lots of bells and whistles, and one that is simpler – choose the simple CRM solution. You will add more value to your business by doing a few things well in a simple system, than by failing to get adoption of a more elaborate CRM solution.
Now, go grow your business!
Filed under: CRM - Customer Relationship Management, Leadership, Organizational Change | Tagged: CRM Success, CRM Technology, Leadership | Leave a comment »