| Here are three pieces of valuable advice to apply to | | | | We went through the project, mapping processes, |
| customer relationship management: | | | | implementing them into the CRM, identifying |
| "Perfection takes infinity." | | | | documents, defining fields and language. It was great |
| "Strategy + Execution." | | | | fun and I felt like we'd hit the nail on the head. So I |
| "Ideas are free, execution is priceless." | | | | was ready to present the final deliverable to the |
| But how does this tie back to CRM? Well, I recently | | | | Mandalay team. |
| finished a sales process consulting project with one | | | | I see it as a victory that when I presented the |
| of our clients Mandalay Technologies. I took away 3 | | | | beautifully designed final version of the processes and |
| key things that tie back to these principles: | | | | implementation, I was hit with another round of |
| 1. Start big picture then break it down into | | | | questions, with some new points of view and ended |
| manageable chunks | | | | up scribbling all over the final deliverable, adding one |
| The CEO, Product Development Manager, Business | | | | last step and changing the language of the final 2 |
| Development Manager (BDM) and CRM administrator | | | | steps! |
| presented some huge goals for their implementation. | | | | Reflecting on it, I really enjoyed working on this |
| We all agreed (fortunately for all our sanity!) that | | | | project because it highlighted 3 of Bluewire Media's |
| we'd start with the sales process and if that went | | | | core values: |
| well, then start looking at other aspects of the | | | | 1. Strategy + execution: We had a huge vision, then |
| business. | | | | got started on a small piece of it. |
| 2. Get the language (mostly) right | | | | 2. Communication: Talking through the processes then |
| Across several sessions and reviews, we realised the | | | | getting the language right will be critical to the |
| importance of using language that the staff were | | | | system being useful. The way your business |
| already using to describe aspects of the sales | | | | communicates should be shaped by the people that |
| process. There was going to be enough change | | | | make up your business! |
| without making the staff rote learn a whole new | | | | 3. Continuous improvement: Even at the final |
| vocabulary that meant nothing to them! (I'll explain | | | | deliverable there were things to be refined. Welcome |
| the "mostly" part in the next paragraph.) | | | | input and ongoing revisions - they're fundamental to |
| 3. Execute then refine | | | | getting your processes just right. |