named a in the Gartner's
Magic Quadrant for
- Low-code platform
Despite the relative maturity of the CRM industry, ratio of successful implementations is quite low. Problems may be specific to a region, like low literacy in some areas in India, but usually problems are uniform around the world. I thought it would be useful to collect the most typical issues that plague CRM project and touch on ways to solve them. I came up with these issues in my working in the CRM industry as well as issues brought up by many discussions and forums regarding the topic.
Old-school sales reps believe that CRM tools will bury them in time-consuming data input activities. They are always time-constrained and view data input as a type of punishment. They may also say that this is not the way they used to work. The simplest way to solve this problem is to provide step-by-step instructions for handling basic activities with the CRM solution. Since a lot of companies skimp on training costs, it’s better to have at least a cheat sheet than have nothing at all.
When the value of CRM is not effectively conveyed, users tend to work as they used to, which means they avoid the CRM solution. So don’t skimp on training…do it right! Gartner indicated that successful project managers budgeted 17% of project cost on effective end-user adoption activities.
Many people view CRM integration as a "good to have", not a "must have". As a result of “good to have” attitude in respect to data integration is that every second IT or marketing manager doesn’t believe in the accuracy and trustworthiness of the data from CRM system.
Nobody cares about getting user's buy-in at the time of the CRM evaluation stage. That's why it comes to users as something "imposed". We have really positive experience related to this issue. One of our customers let users select the CRM. So we worked closely not only with CXO-level, but with end-users. The process took longer, but the adoption process was really impressive.
Stakeholders usually tend to automate everything without having the real business need, while it’s enough to automate 2-3 vital processes at first stages. Process optimization is an ongoing process, it can’t be completed overnight. Start small; don’t try to solve all problems from the get-go.
Some organizations pay bonuses to sales managers if they update CRM records on a regular basis. But this practice isn’t common. You should sell them the idea that keeping all the data in one place will save them time when preparing reports because the CRM system can do it automatically. Spending a few minutes during a day will save hours in the end.
Old habits die hard. If your management style is “Do as I say, not as I do”, you won’t succeed. You should “walk the same shoes” with your reps, that is the axiom.
CEO and Managing Partner Creatio
The last 17 years have been an incredible journey for our team at bpm’online. When we started the company, it was just a handful of young graduates with big dreams, ready to work hard to achieve them.
Over the years, we have experienced lots of ups and downs of growing and running a business. However, there has always been one thing that inspired us: the powerful, unique solutions created on the bpm’online platform by our community of partners and customers, many of whom I am proud to call friends.
Our customers and partners use bpm’online platform and CRM solutions to bring business ideas to life through automation. Solutions that they create reflect unique differentiation of their companies, these solutions are their own creations. It is in the DNA of our customers and partners to generate ideas, create, and to change the status quo. And we’re thrilled to honor and support the creators in each of them!
With that, I am very excited to share the news… Our company has changed its corporate and product names to Creatio!
The new name reflects our strong belief that everyone will become a developer, able to automate ideas and create custom solutions in minutes. We call these solutions “creatios.”
We have rolled out the Creatio renaming on October 30, 2019. I hope you’ll enjoy a recording of an online launch event at creatio.com/new-watch
While our name is changing, the strategy, products, our team and commitment to empowering our users with the best low-code / no-code BPM platform and sophisticated CRM products remain the same. The new name only reinforces our vision of creating a world where any business idea can be automated in minutes.
Please visit our FAQ page for more information on the renaming process. As always, I'd appreciate your feedback and I'm happy to answer any questions.
CEO and Managing Partner