CRM Users aren’t Wimps

I found the clip below on YouTube a while ago.

There is a lot of truth and a lot to debate in this ad. Being slightly biased, all I will say for now is don’t go for the rotten fish.

One of the things that struck me was how different this “user” is to what we normally deal with on CRM Projects. We typically implement systems for the Account Execs, Marketers, Contact Centre Managers, etc. These are strong personalities that won’t just shrug if the system does not perform as expected.

Also, in order to be truly successful, a CRM System requires the user to think. Knowledge, Opinions, Estimates and Assessment are needed. ERP projects are simpler in this respect. As an example, if an employee issues stock without capturing the Goods Issue document in the system he will get fired. There are few objective, enforceable rules, accounting principles or laws applicable to CRM Systems. You can’t force people to Think.

In my opinion, a successful CRM System is one that provides a positive experience that is to the mutual benefit of the organization implementing the solution and the end user that has to deal with it on a daily basis.