I recently noticed that one of the top search results in Google for CRM is Wikipedia.

Disregarding the Wikipedia story for a moment, the first paragraph states:
However, CRM is not a technology itself, but rather a holistic approach to an organisation’s philosophy, placing the emphasis firmly on the customer.

The part that I’m noting in particular is “placing the emphasis firmly on the customer”. How many CRM solutions actually have their emphasis on the customer? I’ve seen many CRM systems, particularly the cheaper ones focus on sales and not the customer. They are not the same thing, and I would say that customers are more important. If you have no customers, then you have no sales. Simple.

I think it would be beneficial for CRM designers to note that they have a special opportunity to help businesses focus in the right area for improved health of their business. I believe CRM systems should teach and help businesses streamline processes and improve customer service and general relationships.

CRM is not a sales tool, it’s a system that helps your business focus on the customer, where it should be.

Now that I’ve joined you all in running my own business, I’m realising a few things about CRM. The one that stands out the most at the moment is implementing a CRM system in your business. Recently, for one of our businesses, Go Go Gadget, we have noticed some issues in the performance of one of our suppliers. Now, being very familiar with Google, I was able to discover that this particular vendor has had difficulties implementing a CRM system. Basically, they had underestimated the impact of the change to their business.

I’m noticing similar trends around me, first hand, and I’m learning the lesson quickly. So, learn from our mistakes! Make sure that you plan out your implementation, spend time dreaming of worst case scenarios, and double the time you think it will take to get everything in place.

The benefits of a quality CRM system is worth the issues however, but it’s a place that none of us enjoy being in.

There looks to be a lot of news buzzing around within the last 24 hours in regards to Microsoft’s new CRM 3.0. Microsoft is an interesting company to watch, especially in the way that it markets its products and itself. Interestingly, most of the news is generated from third parties that cooperate with Microsoft in distributing, supporting and installing their software.

My advice would be to be cautious. I’ve noticed that Microsoft is very agressive in marketing. I can’t remember a product that they have put their name to that they have let speak for itself. I would say that this is the case because a lot of the software they generate cannot speak for itself. It requires plenty of marketing dollars to be spent telling us all how useful and popular it is.

In regards to Microsoft CRM 3.0, look closely, does it stack up to everything the marketing says it is? Assess the software for the REAL benefits, not just because it’s a Microsoft product, not because the nice consulting company recommended it, and not because it has its claws in a bunch of other Microsoft products. Will the software be easy to use for my staff who are not so crash hot on the computers? Would I be able to use the software? Do I need this consulting company to babysit my installation, and how much is that going to cost me? How long will my company be tied to this and am I willing to commit that much to it?

Don’t just look at it as a money decision, there could be other packages available which are a better fit for your business. They may cost more upfront, but they may be more beneficial and reap better returns in the long run.