Dumb CRM Costs Companies Millions of Dollars


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Are you a victim of dumb CRM?

CRM promises of high return on investment are like ashes blowing in the wind. CRM sales people have over promised and under delivered for years. What causes this failure?

A big problem is poor user adoption because the tools are just too hard to use. Users will tell you that the software is too complicated and trying to use CRM is like making a round peg fit in a square hole. This causes low user adoption, lousy data and will also cause the dread disease, sales force de-automation. Makers of CRM and sales tools have forever over promised. The miracle tools and the wonderful ROIs have just not occurred. There are plenty of reasons for this and number one is the tools are just hard to use.

I had a software programmer that used to tell me than anything could be done with code. I guess this is true yet the more features that are jammed into a software tool the more challenging plain old work is. I have learned in running my company that simple is best and less is far more. Take a look at this image of a data grid:


All the data the sales person needs is in one flexible grid. Edits can be made directly in the fields and new records can be added. This eliminates the clicking and simplifies training. Users get more work done and management gets the data they need.

I spend time looking over many shoulders while CRM users are trying to work. They don’t need click, and click, they need simple, simple. Data Grids, copy and paste, edit in fields and other Ajax components are putting dollars in our clients pockets because they have more time to sell and have eliminated dead time figuring out how to use dumb CRM.


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