Episode 120: Transform Your CRM into a Performance Powerhouse

Join Doug and Jess in this episode where they explore the shift from using a traditional static CRM as a mere logging tool to harnessing it as a performance management platform. They discuss the importance of aligning business processes with CRM capability, the significance of effective mapping, and how continuous improvement can drive better performance management.

Audio:

Video:

Additional Resources

• [Blog] The Illusion of Change Management in Modern CRM Implementation: Why Traditional Approaches Fail
• [Webinar] Transforming CRM From a Logging Tool to a Performance Accelerator
• [Blog] The Real Cost of Poor CRM Adoption

Show Notes:

Pre-Show Banter: 

• Turns out “whirling dervish” does not mean what Doug thought it meant…and the discovery was hilarious!
• Jess is in fangirl mode. She’s headed to Vegas to see the Backstreet Boys at the Sphere, living her 15-year-old dream and fully prepped for the motion-sickness side effects.
• Jess is about to hit her 9 year Lift anniversary. Almost a full decade of impact! Huge congrats and endless appreciation for everything you’ve brought to this team!

Main Discussion Points:

• A static CRM is primarily used for logging data, which can limit its potential to enhance sales performance. Transitioning ito a performance management platform allows the CRM to actively drive improved business outcomes.
• CRM maturity is crucial. Levels 0-2 focus on disconnected systems or basic logging. Level 3 is a transitional period for the CRM, while Levels 4-5 incorporate data-driven decisions and cohesive customer experiences.

• Continuous improvement within the CRM framework requires attention to user experience and feedback, ensuring that any changes do not disrupt daily operations.

Jess’s Takeaways: 

• Make sure you pay attention to the five actions you need to take: map your business process, choose your platform architecture, make sure you’re paying attention to building for use are the big ones. 
• Focus on action when you’re building your reporting, and focus on your business process when you’re building your reporting. 
• Always be launching, not always be fixing.

Next Steps:

• Follow Jess, Doug & Lift on socials for updates on the show or other insights: 

  • Doug Davidoff LinkedIn

  • Jess Cardenas LinkedIn

  • Lift Enablement LinkedIn

• Follow the show on Spotify & Apple Podcasts

• Subscribe to The RevOps Show YouTube channel

• Coming Soon Episode 121!