scene from Blazing Saddles

We Don’t Need No Stinkin’ CRM Training

Ben Consulting, CRM, Sales, Training

One of the least addressed reasons for the dis-satisfaction (and sometimes outright failure) of new software deployments, particularly CRM systems is not having a good focus on training. There is always a tendency to let on-the-job, organic training take the place of formal instruction. After all, everyone now is ‘computer literate’ and we don’t want to insult our employees by …

CRM sales funnel

What’s in Your CRM?

Ben Consulting, CRM, Strategy

If you have followed any of my writing you already know that I wish we had a good alternative for CRM.  The only word in “Customer Relationship Management” that  is relevant is “Relationship”.  The discipline is simply not always about customers and even if it were they certainly cannot be managed. For years I have advocating for a broader use …

Peace. Love. Sales.

Peace Love and Sales

Ben Consulting, Sales, Strategy

Perhaps it’s the time we live in but I keep running into the pushy sales rep type who assume that I have this big problem that only they can solve — and they can do it right now.  They always seem to be on the hunt. Perhaps the looming 4th quarter quota is staring them in the face. I recently  returned …

Getting CRM Right the First Time

Ben Consulting, CRM, Strategy, Training

If you meet with as many business owners or sales executives as I do you will be certain to hear that their current Customer Relationship Management software is not meeting their expectations. In the beginning there are usually high hopes and lots of conversations about how wonderful, productive and easy to use the new system will be for the sales …

calf path

Don’t Follow the “Calf Path” – It Eventually Ends At The Slaughterhouse

Ben Consulting, Strategy

Back in the dark ages when mainframes ruled the IT jungle the process of change management and ‘thinking out of the box’ was a different ball game than today. There was not really the concept getting early adopters on board with a new project – you had to round-up the true renegades and those who truly wanted to challenge the …

Just How Hard Can IT Be?

Ben Consulting, CRM, Sales, Strategy

The company servers were running slow again and users kept getting kicked out of the network several times a day. Finally management had had enough and decided in executive meeting that the IT infrastructure needed to be replaced – what they had in place just wasn’t getting the job done.

It was felt that this would be a big deal for the,,,

Who’s Driving The Bus?

Ben Consulting, CRM, Sales

OK, I’m up on the soapbox again about TLAs — Three Letter Acronyms.  And our tendency to make terms, words and phrases mean whatever we wish them to.  Some days I feel like I have gone Through the Looking Glass again. “When I use a word,” Humpty Dumpty said, in rather a scornful tone, “it means just what I choose it …

3 Types of Customers – Part 3

Ben Consulting, Sales, Strategy, Training

This is the third of three articles on basic customer types.  The last couple of weeks I have reviewed the first-time customer and then one with a stalled project.  Keep in mind that I am viewing all this through the eyes of a CRM consultant. The third type of customer has already selected their product or service and begun using …

3 Type of Customers – Part 2

Ben Consulting, CRM, Sales, Strategy, Training

The second type is the company that has already started on their journey but has run into some roadblocks. The project is in danger and corrective action must be taken to get it back on track.

3 Type of Customers – Part 1

Ben Consulting, CRM, Sales, Strategy

Some business associates (all service related businesses) and I were discussing the similarities in our customer base last week and it seem that even though we were in different businesses our customers tended to fall into three (3) distinct categories.