Why Sales People Love/Hate CRM

Why Sales People Love/Hate CRM

One of the most common reasons cited by organizations for CRM failure is a lack of adoption by the sales team. Data isn’t inputted. Records aren’t kept up to date. And the value of the whole system is subsequently undermined.

Why Sales People Love CRM• It provides a convenient, centralized area to access

everything– Sales information

• Contact info• Opportunity definition• Tasks/Activities• Quotes, po’s• Account documents• Emails• Phone calls

– Relationship information• Positions• Organization structure

– Decision tree

Why Sales People Love CRM• It provides a convenient, centralized area to access

everything(cont)– Company-wide information

• Documents• Forms• Brochures and other sales collateral

Why Sales People Love CRM• Increases their productivity

– Stops the searching for past notes, documents– Helps them to remember crucial information– Automates some of the process

• Establish workflow automation rules– Organizes their tasks/ activities

• Prioritizing outbound calls• Manage multiple demands from all accounts• Manage peaks and valleys of activities• Eliminates “forgotten” promises

– Manages their calendar• Eliminates follow up errors• Manage due dates of needs• Manage appointments• Follow-up with dates of other contributors (continued)

Why Sales People Love CRM• Increases their productivity (continued)

– Improves up-selling and cross-selling opportunities through details of accounts – Produces powerful reports - forecast, lead aging, etc.

• Personal goal tracking• Management required reports• Reduces labor of hand created reports

– Automates quotes and proposals– Helps to qualify leads – Saves Time– Eliminates multiple entry of data

Why Sales People Love CRM• Helps them manage their pipelines

– Insights from reports– Alerts & reminders– Simplified Goal Setting & Monitoring– Know where to focus for maximum results – Manage their sales funnel to avoid dry spells– Provides a way for them to track the sales cycle and id areas where help is needed– Identifying low probability prospects

Why Sales People Love CRM• Provides them an easy to use tool, to simplify the

whole process– Simple screens– Easy customization for tailored fit– Displays everything on one screen, maximizing “hands off” navigation– Avoids manual duplicate input– Quick call logging– Create fully customizable opportunity reports– Lead scoring, routing & assignment

Why Sales People Love CRM• Makes them look professional

– Makes them look smarter with a handle on all the accounts– Eliminates “fell through the crack” problem

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• Offers information not available from the current system– Latest competitive information– D& B info– Current order status for established customers– Sales intelligence– Perspective on customer satisfaction levels

• Number and types of problems– Knowledge of all the customer activities with other departments in the company

Why Sales People Hate CRM• Management uses the system to micro-manage the

sales rep– The sales reps spend more time answering questions than selling– The sales reps lose their sense of personal accomplishment– The environment becomes more stressful, rather than easier– Management requires lots of non-valued information from the sales rep– Pressure from management causes internal competition leading to information being

hidden or not shared

Why Sales People Hate CRM• The CRM system is complex and hard to use

– Confusing screens, hard to learn and understand– Doesn’t flex to their needs– Impossible to create reports and queries

Why Sales People Hate CRM• Poor Implementation

– Management never involved the sales team in selection of the CRM– The sales people were poorly trained and not involved in the implementation– There were never clear objectives of what the system would accomplish– All aspect of the system was implemented at once, instead of starting simple and

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Why Sales People Love/Hate CRM• Presented by: Harry Mosesian• Oncontact CRM Software, a product of WorkWise, LLC

• www.oncontact.com• 1-800-490-9010

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