Relieving the CRM “Tax” Burden
by Dave Whiteside, Director, Client Growth & Success
I often see charters and business cases with a list of desired CRM benefits that look like this list below:
- Better client relationships….
- Less client attrition….
- Improved ability to cross-sell….
- Increased revenue and profitability….
- Increased team collaboration….
- Improved efficiency in serving clients….
- Greater staff satisfaction….
- Cost savings….
These are all worthy objectives on which to build a business case for CRM – but none of them contain a WHY and a WHO?
Are You “Taxing” Your CRM Users?
by Dave Whiteside, Director, Client Growth & Success
When we see so many firms struggling with CRM “adoption” it creates a question: Is it possible that the professionals in your firm view your CRM system as a tax? Like a tax, CRM benefits the firm and others, but not them?
The most common frustration heard when rolling out a CRM – my users just won’t adopt and use it! The initial tendency is to blame the users as being stubborn, obstinate and unwilling to “change”. But the real question is WHY are they unwilling to change?