I love this time of year! It’s a time of self-improvement, both personal and professional. I feel so motivated to try new things and accomplish tasks I’ve put off for so long. I just always hope I can keep this momentum going all year.
Maybe a few years ago your company had a resolution to implement a CRM solution to improve and grow your business. Now you’re evaluating the success of that initiative and realizing its time to make some improvements. Here’s where you should start.
Reporting and Analytics – this is where you get real insight into your business and where CRM starts to pay for itself. But first you need to identify what metrics you’re targeting and then ensure your users are entering the right data to achieve these metrics. Bad data equals inaccurate or incomplete reporting. If you find there are fields that aren’t being filled out consistently then maybe it’s time to make them mandatory. Or if its steps in the sales process that aren’t being completed make them required. You could also leverage Job Services to trigger the next action, populate a field automatically or notify management of overdue actions. These are all metrics that can be reported on at all levels of the organization down to the individual user. What’s that you say? Building reports takes time and is too complex? Many managers today prefer to see their daily metrics in a more graphical format on the fly anyway so it may be time to leverage Advanced Analytics. The dashboards in Advanced Analytics provide an effective way to measure performance as well as predict future trends of the business. Once the dashboards are setup the user can manipulate and filter the data to measure what’s important to them.
Training – so many CRM initiatives try to save money on training or even skip it all together. Sage Saleslogix is known for its unsurpassed usability but there’s still so much power in the application that it can be overwhelming for some. Plus, if the users don’t know what they need to be focused on they’re probably not entering the data you need to be successful in your reporting and analytics which we’ve already covered. Invest in customized training that walks them through a day in the life of a Saleslogix user in their role, whether that’s sales, marketing or support. Focus the training on not just adoption but evangelizing what’s in it for them. If they tell you it takes too much time or they can’t access it everywhere then show them Sage Saleslogix Mobile. The Mobile interface is slimmed down, can be accessed from any device with a browser and internet connection and it can be customized to provide the fields they need to be productive. Best of all, it’s free!
Process – In the first phases of CRM implementation, I think companies either expect too much process or none at all not realizing you can always start out small and build on the momentum in a phased approach. But when implementing process one should always keep in mind what’s the end goal and what metrics (there’s that word again) you’re expecting to measure as a result. Take Activities for example. If you have a Job Service that automatically creates activities based on an event such as Lead or Ticket creation, are you leveraging more than just Call, Meeting or To-Do? You can categorize your activities further to segment what types of Calls are being scheduled.
Think of the new year as an opportunity to improve your Sage Saleslogix project and get even more out of it. The most profitable Saleslogix implementations are in organizations that are passionate about its success and have users who can’t do their jobs effectively without it.