Driving Off the Lot with my New Shiny CRM
If you examine your needs rather than wants, you will quickly discover what is right for you. Take a moment to think about what you use CRM for. How many people does the system need to support? What business processes do you do most often? How many hours a day will you be in the system? Is it important that your next system is lower cost at the possible expense of features you may or may not use?
In too many cases people choose their CRM System for the cool UI, great press or because it is a trendy favorite. If you do, you might either exceed your budget or have to go shopping again soon. Let your needs, not your wants, drive your decision. I have written very similar words before, sorry if this is a repeat. I have stated clearly as have many of my peers, and mentors before me to make sure you have a good understanding of what your customers need to do, beyond what ‘they want’
OK, now read the following:
“If you examine your needs rather than wants, you will quickly discover what the right car is for you. Take a moment to think about what you use your car for. How many people do you need to transport? What type of driving do you do most often? How long is your commute? Is it important that your next vehicle get good gas mileage?
In too many cases people choose a car for its styling or because it is a trendy favorite. If you do, you might either exceed your budget or have to go car shopping again soon. Let your needs, not your wants, drive your decision. Here are a few other questions to keep in mind when you begin your car-buying process.”
The quote above is from Edmunds.com: “The 10 steps to Finding the Right Car for You“.
The number of similarities is almost funny. Even the text within each category is amazingly similar.
- Step 3: Should you Lease or Buy (CRM Equivalent: On-Premise versus SaaS)
- Step 5: Have you considered all the costs of Ownership
- Step 6: Research options (Internet and Educated Consumers)
- Step 7-10: Test Drive and the Buying Cycle
What Model Do You Want?
I could spend a whole lot of time continuing down this path (metaphor, analogy what ever you want to call it), but that is not really my goal. My goal is to simply point out that I believe the needs of drivers are different now and so are the needs of businesses, with respect to CRM. Does that mean we need to call it something new: Social CRM versus CRM? Or does it simply mean that CRM was a comfortable 4 door sedan, which still works for many folks and Social CRM is the fun cool Crossover, Hybrid, Sporty Convertible? It sure is a lot more fun to talk about the cool cars! However, we cannot lose sight of the fact that no matter which care we drive it needs to get you from point A to point B. I has to have 4 wheels, an engine and a steering wheel. It requires maintenance, fuel and cannot drive itself.
I do believe that Social components of CRM are very important, and will be increasingly important. I believe that Social components of all aspects of business are important as well. How many new names and definitions do we need to create? Living in Vermont in the summer it is very easy to forget that if I get sucked into that fancy sports car, rear wheel drive and speed rated tires, I will most certainly not be able to even make up my driveway come January. I guess I would not make a very good Car Salesman!
To be clear, I will continue to write about and get behind Social CRM initiatives. I believe Social CRM is an extension of CRM. Core CRM, the basic blocking and tackling is still required, and more critical than ever. I spend a lot of time thinking and working through exactly how these extensions are added, implemented and used.
- There is a Big Difference Between Can’t and Won’t
- Stop Thinking in Two Dimensions
- No Beginning, No Middle and No End
- Rethinking the Customer Journey
- The Simplest Thing I Ever Had to Write
- Context Integration, the Future of System to System Interactions
- The Evolution of Customer Community
- The Fine Line Between Personalization and Creepy
- Experience Innovation
- Maybe We are Using the Wrong Words to Describe Collaboration
- It is awesome having friends in the many corners of the World! @prem_k @PaulSweeney @wimrampen @MarkTamis @mikeboysen #insomnia :-) 8 hours ago
- @prem_k Let's just call it a bot and go back to circa 2001 :-) 8 hours ago
- .@Uber_Support The unskilled driver and danger caused angst and a lost 45 minutes of time. #custserv 8 hours ago
- .@Uber_Support I did and it took 3 interactions to convince @Uber to go back to the original quote when the whole ride should be comped 8 hours ago
- @prem_k Funny how a Chatbot can be run by pure boolean logic 8 hours ago
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