That CRM projects are successful and remain successful, depends greatly on the CRM users in the enterprise. This is a well-known wisdom.
Especially in the daily business a CRM solution has to prove itself – and failes much too often.
Contact details are recorded in its sole discretion, opportunities are assed with a high degree of subjectivity and imagination and so the work with the CRM system does not make much sense and the main idea of a CRM system fails due to a missing of the CRM success.
The additional work with the system produces no benefit for the individual user – the user feels only as data collector. Furthermore many user have fear – especially in the distribution section – to be controlled and / or to surrender their own knowledge. These two facts do not conducive their enthusiasm when it comes to CRM. For them the benefits of CRM don’t seem significantly greater than the investment of time and effort required to use the system each day.
CRM is what it is and it can be useful to sales people. The problem isn’t with the solution; it’s with the packaging. So the question is what can we do to make it more ‘tasty’ to our sales people?
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