5 Reasons CRM Projects Fail...

Taking a look at the whole story...

I was sitting in the office of a new prospect just the other day, and the inglorious topic of software blunders came up as a topic of conversation. This particular professional was carrying on about how they have found most software they have implemented in the past to be a real headache for users: filled with bugs, not user friendly, and poorly designed. When I looked around their office, I took note of many clues as to why this person felt this way. It led me to write this post. Here are the five most evident reasons software fails:

1. NO Implementation Strategy ~ This is not just the Why, but the How, and the What. They need to be clearly defined to measure not only the proportion of need for this software, but the methods to how it will solve problems, meet needs, achieve goals, and fix something that is broken. Many time I find that clients who sign on for new technology without strategy, haven't properly assessed the situation as a whole. They sign on to fix one thing, and create a slew of other concerns in the aftermath. There has to be a good strategy behind any successful implementation.

2. NO Desire to Change ~ Let's face it, any new addition to your already comfortable system is change. Change that is not embraced corporately will create a bigger problem for any company. Data is our most precious commodity, and it needs to be preserved and protected. Companies that resist change are usually not good candidates for successful implementation unless they change their thinking.

3. NO Proper Investigation ~ You can't be an expert at understanding the ins and outs of technology and business process unless that is what you do... for a living. Working with experts can help you find and address the right questions, give you all the options, and help you understand thoroughly the pros, cons, benefits, and differences. This is desirable in order to make a solution last, and not have to revisit the existing issues that were not solved or that were newly created over and over.

4. NO Appropriate Training ~ I tell my clients that training, and not just software training, but process training is 95% of a CRM solution. I have gotten to a point where I will refuse to perform an implementation without commitment to train in most corporate environments. The reason should be so obvious. People who are busy don't have time to teach themselves a new software and a new process. They need the method predetermined for them. This is not only fair, but it is necessary. You cannot expect a person to develop a system for use and a application on their own, and yet so many companies do this to their employees. This can cause anxiety about implementing any of the right software tools because of the wrong software experience.

5. NO User Feedback and Follow-up ~ This is critical to pass or fail. Like most technology, once you get your users on board, they become your biggest evangelist. Once the see the vision, tackle the mission, and embrace the tools, they drive your productivity sky high! This is what we want. This is what we like as Software Experts! We want to see the user commit. You have to engage the user to get them to marry the strategy. They have to be able to work, refute, develop, and rework the technology to best fit their roles and needs. They are as diverse as there are options! This is why feedback and communication can seal your deal. If you want a technology solution that delivers, include the users in its development and redevelopment. You won't be sorry.

Think of your technology as not the solution, but the method to your philosophy. Get a really good expert to help you define it in ways that can be interpreted through sophisticated software tools. As you do this, you will realize that your technology has endless possibilities and immense value to you, because of your timeless and developed philosophies underlying it. Then and only then will almost any software solution you implement will be a success.

5 Tools for Posting on Social Networks

When I first began the great big dive into Social Media, I was scared to dealth... Literally shivering in my shoes... It can be very overwhelming tweeting, posting, retweeting, favoriting, direct messaging, and so on and so forth. As I began to get more adventurous and brave, I discovered some great tools to better manage my time and help me be the most effective.  I have listed the ones I use below. Each of the tools I use helps me solve a certain struggle I had with new media marketing. I hope you can find these solutions helpful in your efforts as well!

1. Content Aggregation:  When you begin any marketing strategy, it is paramount that you begin with a content blueprint.  This is an outline of what you are posting when, where, and why. It is important to really listen to your audience, and study your industry to filter through only the best stuff to pass along to your audience.  My two favorite tools for this are

Google Alerts and Feedly. Use them everyday and they make researching my content an absolute breeze!

2. Time Management: We all start this social media thing doing the same thing over and over again. We spend hours on end trying to figure out how to listen and share, share and listen. Before long we are speaking in hashtags and dm's. This is where Bundlepost has proven to be invaluable!  I can spend half the time scheduling posts after my content is gathered, and more time listening.  I would much rather listen than speak, that's just who I am!

3. Frequency of Posts: Hootsuite is an absolute must have in the social media arena.  I never knew how awesome scheduling my posts could feel until I realized how normal my life looked after Hootsuite!  Using Hootsuite in conjunction with Bundlepost is a breeze and a true answer to Social Media overload!

4. Analytics: While Hootsuite does a terrific job with analytics, I truly enjoy SproutSocial for my account analysis. The presentation is seamless, simple to read and interpret, and just the most comfortable Social Media Portal I have experienced.

5. Twitter Conversations: TweetDeck is my go to desktop application for twitter conversations. The real live feed and alerts makes following and engaging in any discussion and event simplified and profitable.

And what would be a good social media strategy without a CRM component!  NOTHING! That's why I use NimbeCRM which has a direct integration with Hootsuite! This way I can easily qualify my social leads by importing them into my CRM for more analysis, opportunity tracking, and historical reference across all my platforms, including email!

Without a strategy and a well thought out plan, these tools are not fully utilized and effective. You can waste time and effort figuring out just what to do next with what platform. STOP!  Get some help from an expert.  They can lead you the right way and save you more time for your business. They can even manage your strategy for you!  Don't dive in without your life vest!  Be a smart marketer and invest in the right gear to keep your boat afloat and get you where you intend to go!  You can do it!  Don't wait!

Something Old, Something New, Something Borrowed, Something Tried & True...

We've all heard it said that if something's not broke, don't fix it.  This works fine, I suppose, if you are a repairman. If you are the creative type, you realize that this could be quite boring and ritualistic to your marketing, and before long you will get lost in monotony.  So what's the solution?  A little bit of new and a little bit of familiar married together!  By this, I am referring to Card Marketing!

Who doesn't love to get a card! WE all enjoy this from time to time. We send cards for occasions to the people we care most about.  Why not incorporate this into your marketing blueprint!  Reach out and touch someone!  By integrating commonly accepted and classic marketing methods that work into new media marketing and Social Media Marketing, you have a well diversified marketing plan, and you certainly won't saturate your audience with the same old thing...

Hyrum W. Smith, a world class public speaker talks about four basics needs that feed all of our activities in life. They are to love or be loved, to live, to feel important, and last but not least: Variety!  Variety, being a need and all, should be a motivator for a balanced approach to reaching your audience! Let them be touched in a familiar way... Incorporate something old, something new, something borrowed, and something tried and true to make your marketing consistent, effective, and steadfast for years to come...

Here are my TOP 3 favorite tools that let you use card marketing in a new media environment...
1. My first and favorite is: Send Out Cards!  This program even let's you record your own signature and handwriting font! You can upload pictures, create QR codes, and they stamp and mail it for you! You can even send gift cards and home baked goods like brownies! Amazing and Personal
2. Bluebird Cards - Very similar to Send Out Cards, but less features! Same idea as above, but the personalized touches are limited.  The real draw here is the pricing is very reasonable compared to other options.
3. Snapfish - If you don't mind mailing and stamping, Snapfish is a great way to send a personalized greeting card.  A little bit goes a long way!

Cards can be a powerful tool in your marketing.  Don't neglect the power they have to increase revenue and favorability.  This can be the difference between being a cut above your competition!

What the Experts Know…

Recently I was called in to work with an IT firm who was trying to implement and troubleshoot issues with a LAN based CRM solution that I support.  When I got on-site, the flustered and frustrated technician told me through angry tears that he had exhausted all his resources: time, technique, and treasure. In the end he lost money on this deal, and he was losing his rapport with the client by the minute.
After assessing the situation, diagnosing the problem, and setting up a plan to solve it, relief immediately overcame him.  I was glad to facilitate this, but it also reminded me of 3 important lessons I learned early on in my career.
1. Always have a plan before starting any engagement with a client.  If you are not an expert in what they are asking you to do, it’s best to evaluate how much time you can spend figuring it out versus paying someone who knows how to do it, in order to prevent you from losing money. If you are not profitable, you will not stay in business.
2. Set the expectations for the client (this is why the plan is PARAMOUNT). If you can explain to the client before hand what steps need to be taken, they will trust you as you walk through the steps with them, and they will likely go with what you determine as situations progress.  People want to know that what you say will be, especially when dealing with their livelihood and business processes. Set the expectations and follow-through with them as described.
3. Develop partnerships: If you are not an expert, work with experts. Partnerships will make you a lot of profit because they save you time.  It is important to remember that time is worth more than your hourly rate! When you think about it from this perspective, can you really afford to sell it for cheap?
Being and all hands technical expert can take you very far, but it limits your ability to get really good at any one certain thing.  Assess your abilities: strengths and weaknesses, and grow your clients in light of them… This is what the experts know will bring them the greatest success all the way around.

Elevating your CRM Experience with SOCIAL!

As  a CRM advisor and an Inbound Marketing Professional, I see all kinds of cases where companies are striving to get an edge on their marketing by just being able to get a handle on listening.  Listening to their prospects and customers across all platforms in relevant ways, can be the determining factor in success or failure.  Listening is key, and here are some new ways to do it that won't have you running in every direction: #SOCIALCRM

Here are three very important ways Social CRM can enhance your CRM experience:
 ~ A 360 view of all your social platforms in one place can be a time saver, and key benefit to understanding your audience, and a way to help you offer a timely response to inquiries without being superman, or needing ESP! Many of your customers and prospects probably have a preferable mode of communication they prefer to use, and have an insight on this can be a real benefit to great customer service. Being quick to respond, and engaging in Social Circles can also build the kind of rapport you need to close that deal, or keep that client retention.
~ You can see in full what you previously only saw in part!  Let's face it, Social Media can offer us personal insight into places that mean the most to our audience.  Where previously we only saw sides to our customers that were professional and impersonal, SocialCRM allows us to hear their true voice. It allows us to follow what gives them passion, and what fills their values. At the end of the day, understanding what drives a person or a business can ultimately be the difference between helping them succeed, or missing the mark.
~ Reputation is Gold: SocialCRM can help you build it, maintain it, and develop your image among the audiences you are trying to attract.  It gives you sophistication, brand recognition, and credibility among other thought leaders.  It increases your visibility, awareness, and persona before those who need to hear your message, or use your services.  Being engaged is only ever a win.  It is what we all long for when we place every one of those cold calls to the receptionists that never relay our messages.  If you know they are listening, get in front of them!  You cannot close if you don't have an audience.

Traditional CRM's do so many things well for some many sectors, but with emerging new media technologies, it is time to get SOCIAL and lead the charge!  Only the courageous will win!

Want to get started, try NIMBLE risk free today!
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