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Driving Better Outcomes through Workforce Analytics Webcast

Driving Better Outcomes through Workforce Analytics Webcast

Find out what’s really going on in your business...

Legacy Modernization: Look to the Cloud and Open Systems

Legacy Modernization: Look to the Cloud and Open Systems

On the surface, mainframe architecture seems relatively simple: A...

Still keeping your hybrid power systems indoors?  It’s time for change.

Still keeping your hybrid power systems indoors? It’s time for change.

Mobile telecommunications network equipment is expected to work without...

As the Network Changes, Engineers Are Embracing the DevOps Model

As the Network Changes, Engineers Are Embracing the DevOps Model

Businesses that have embraced digital transformation with a clear...

The 5 Most Common Application Bottlenecks

The 5 Most Common Application Bottlenecks

Application bottlenecks can lead an otherwise functional computer or...

Eat Your Own Dog Food — And Other Challenges To Using CRM Tools

August 2, 2011 No Comments

Over the past few decades, CRM has evolved extensively. The genesis of CRM was really database management. For the last 25 years, I have worked in sales and sales management for several organizations, and I don’t think there is a CRM tool that has existed in that time span that I haven’t used. Lotus spreadsheets, ACT, Siebel, SAP, Oracle; you get the picture.

The initial CRM drivers were used to enable sales management to view forecasts of the sales team. They could track the activity of individual sales representatives, their accounts and prospects. Managing the pipeline and predicting future outcomes were paramount for internal reporting up the corporate food chain. In addition to internal reporting, maintaining contact lists (protecting the company if a sales rep left the company) became the second most common use.

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