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
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: