Comments on: Is CRM a Culture or a Software? http://www.ducttapemarketing.com/blog/2006/09/25/is-crm-a-culture-or-a-software/ Small business marketing blog Thu, 21 Apr 2011 08:39:07 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Architected Information http://www.ducttapemarketing.com/blog/2006/09/25/is-crm-a-culture-or-a-software/#comment-4634 Architected Information Wed, 30 Nov -0001 00:00:00 +0000 #comment-4634 <trackback /><a href="http://www.architected.info/blog/architecture-is-culture">Architecture is Culture</a> Duct Tape Marketing has an article with an incredibly insightful title, “Is CRM a Culture or a Software?”. In his posting, John opines that: CRM starts with a strategic approach to marketing, a strategic approach to selling and a strategic... Architecture is Culture
Duct Tape Marketing has an article with an incredibly insightful title, “Is CRM a Culture or a Software?”. In his posting, John opines that:
CRM starts with a strategic approach to marketing, a strategic approach to selling and a strategic…

]]> By: Marketing and Sales http://www.ducttapemarketing.com/blog/2006/09/25/is-crm-a-culture-or-a-software/#comment-4650 Marketing and Sales Wed, 30 Nov -0001 00:00:00 +0000 #comment-4650 <trackback /><a href="http://blog.newdirectioninc.com/?p=73">CRM Tools</a> John Jantsch, from the well known “Duct Tape Marketing Blog“, writes about a list of CRMs that are well known including Sugar, Sage, Salesforce and others. The product that we use in house is TMS — a CRM that’s more targetted t... CRM Tools
John Jantsch, from the well known “Duct Tape Marketing Blog“, writes about a list of CRMs that are well known including Sugar, Sage, Salesforce and others. The product that we use in house is TMS — a CRM that’s more targetted t…

]]> By: Dharmesh Shah http://www.ducttapemarketing.com/blog/2006/09/25/is-crm-a-culture-or-a-software/#comment-869 Dharmesh Shah Wed, 30 Nov -0001 00:00:00 +0000 #comment-869 Part of the challenge of most existing CRM systems (particularly from a small business perspective) is that they are really designed to count/track customers. In today's world, customers want to manage their relationship with the small business (and not be managed). Most of the CRM tools today (including the ones you've listed) are based on the same old concepts (keeping a database of customers and interactions with them). None of them really help foster the customer relationship and let the customer dictate how they want to do business with you. Part of the challenge of most existing CRM systems (particularly from a small business perspective) is that they are really designed to count/track customers.

In today’s world, customers want to manage their relationship with the small business (and not be managed).

Most of the CRM tools today (including the ones you’ve listed) are based on the same old concepts (keeping a database of customers and interactions with them). None of them really help foster the customer relationship and let the customer dictate how they want to do business with you.

]]> By: John Jantsch http://www.ducttapemarketing.com/blog/2006/09/25/is-crm-a-culture-or-a-software/#comment-870 John Jantsch Wed, 30 Nov -0001 00:00:00 +0000 #comment-870 Dharmesh, I agree - so, tell us more - how does one foster customer relationships and let the customer dictate (not sure about that word) how they want to do business with you. Dharmesh,

I agree – so, tell us more – how does one foster customer relationships and let the customer dictate (not sure about that word) how they want to do business with you.

]]> By: Jon Speer http://www.ducttapemarketing.com/blog/2006/09/25/is-crm-a-culture-or-a-software/#comment-871 Jon Speer Wed, 30 Nov -0001 00:00:00 +0000 #comment-871 I helped implement SugarCRM in a previous job. It's a free, open source tool that is pretty easy to modify. I liked it so much that I'm using SugarCRM for my personal entrepreneurial adventures. The manual is pretty good too. I helped implement SugarCRM in a previous job. It’s a free, open source tool that is pretty easy to modify. I liked it so much that I’m using SugarCRM for my personal entrepreneurial adventures. The manual is pretty good too.

]]> By: Dharmesh Shah http://www.ducttapemarketing.com/blog/2006/09/25/is-crm-a-culture-or-a-software/#comment-872 Dharmesh Shah Wed, 30 Nov -0001 00:00:00 +0000 #comment-872 John: There was some talk about creating "CMR" systems (Customer Managed Relationships) vs. CRM. Some quick thoughts on this: 1. Customers should more easily have access to the information they need about your offering. This includes being able to talk to other customers. This can be done via blogs (written by more than the CEO or marketing person), forums, etc. Customers shouldn't have to talk to sales people as their primary vehicle for learning about the offering. 2. Most CRM systems today are designed for salespeople (not the customer). In fact, it is still unclear to me how a CRM system (like Salesforce.com) actually helps manage the relationship. The way I have seen it used is a database to track customers and generate reports for the VP of sales. So, as a customer, here is what I would want want from a CMR system: 1. The ability to learn what I need to about the company and offering at my own pace. 2. The ability to ask questions and "engage" various types of people (not just the sales people). This would include employees, customers, etc. One simple way to do this is via blog comments. 3. I want the ability to "stay connected" with the company in ways that are convenient for me. This could be a newsletter, blog, etc. John:

There was some talk about creating “CMR” systems (Customer Managed Relationships) vs. CRM.

Some quick thoughts on this:

1. Customers should more easily have access to the information they need about your offering. This includes being able to talk to other customers. This can be done via blogs (written by more than the CEO or marketing person), forums, etc. Customers shouldn’t have to talk to sales people as their primary vehicle for learning about the offering.

2. Most CRM systems today are designed for salespeople (not the customer). In fact, it is still unclear to me how a CRM system (like Salesforce.com) actually helps manage the relationship. The way I have seen it used is a database to track customers and generate reports for the VP of sales.

So, as a customer, here is what I would want want from a CMR system:

1. The ability to learn what I need to about the company and offering at my own pace.

2. The ability to ask questions and “engage” various types of people (not just the sales people). This would include employees, customers, etc. One simple way to do this is via blog comments.

3. I want the ability to “stay connected” with the company in ways that are convenient for me. This could be a newsletter, blog, etc.

]]> By: » CRM is more than a Software, it is a Culture.   Web 2.0 Application Design, Development & Innovation in Cape Town http://www.ducttapemarketing.com/blog/2006/09/25/is-crm-a-culture-or-a-software/#comment-13160 » CRM is more than a Software, it is a Culture.   Web 2.0 Application Design, Development & Innovation in Cape Town Wed, 30 Nov -0001 00:00:00 +0000 #comment-13160 <pingback />...customization work done? Ask Your Web AddiCT(s); Read more about CRM Culture/Software ... …customization work done? Ask Your Web AddiCT(s); Read more about CRM Culture/Software …

]]> By: John Jantsch http://www.ducttapemarketing.com/blog/2006/09/25/is-crm-a-culture-or-a-software/#comment-873 John Jantsch Wed, 30 Nov -0001 00:00:00 +0000 #comment-873 Dharmesh, Great comments - I guess that goes a little back to my original thought. Only a very customer focused organization and culture could pull of the CMR you talk about. Although I bet there are examples of companies doing it now, even if they don't call it such. Dharmesh,

Great comments – I guess that goes a little back to my original thought. Only a very customer focused organization and culture could pull of the CMR you talk about. Although I bet there are examples of companies doing it now, even if they don’t call it such.

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