A while back I was asked what I thought was the toughest challenge to overcome when introducing CRM to a company. I thought for a moment about things like value proposition and convincing sales people to share their contacts. After seriously thinking about it, I am compelled to answer that the toughest conversation I have with customers is around the impact of CRM across their business. While ROI and CRM tool-selection / deployment are usually the first topics to emerge, discussing the idea that CRM is for everyone in the company (not just sales, or marketing or customer service) has always been the most challenging to address. That's because, to many customers, the idea of everyone having access to CRM translates to paying for more licenses or including additional stakehold...
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