This is what CRM is all about:  having a productive sales force that listens and respects the voice of the customer, putting customers first.  In the end, your organization will deliver the right capabilities adding value for your customer and growing relationships for the organization.

 

I wonder how many b2b companies set off to implement their CRM strategies and set the false expectations that customer retention strategies and customer relationships will be improved by CRM?  I've seen many companies begin their CRM journey by evaluating systems and processes rather than the actual time and quality of time with executive decision-makers in their customer and prospect lists. I'd like to challenge the notion of organizing CRM around the system, technology or process. In the end, for a sales person, isn't success measured by the size of the sale and accelerating sales?  Why then wouldn't you start with the customer executive and build a solution value proposition around their specific challenges and the solutions your organization can bring to the table?  This is what CRM is all about:  having a productive sales force that listens and respects the voice of the customer, putting customers first.  In the end, your organization will deliver the right capabilities adding value for your customer and growing relationships for the organization.