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Bob, I just lost 45-minutes of my life, that I can’t get back, dealing with a dumb chatbot and then waiting for real person online to resolve a simple issue. What can I do not to put my customers through the same pain? -- Frustrated Bill Dear Bill,
We have all encountered service bots that are not as smart as we would like. Well Microsoft's newest member of the Power Platform, Power Virtual Agents, looks like to be heading in right the direction for smarter Chatbots. These bots feed off Dynamics CRM and the Common Data Platform, which opens up a whole lot more connections to other data sources. In addition, with the power of Microsoft’s AI behind the bots, these chatbots can learn how to improve.
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 Bob -
Do you support other CRMs? -- Tracy Dear Tracy, First, success with CRM has little to do with the software itself. It has to do with knowing and aligning a client’s business processes with the software selected. With any client our upfront discovery and analysis effort on a CRM project can be applied to most CRMs. Due to our approach - it is not about the technology, it is process and changing behaviors - we are able to work with clients who have other CRMs. After our work we will then help the client find a partner that best fits their needs. Bob,
I have a client who is a CFO and she is concerned that her sales team is rapidly becoming Zoom-Zombies on time-consuming internal web meetings. Isn’t there a way could help them see that they could be using our CRM to help their team work better from home? Jack Dear Jack, Meetings aren’t all bad – and can be a great way to stay socially connected. However, we know that in general internal meetings are:
Dear Bob, We have been using a CRM for almost five years and I am still seeing sales users avoid it as much as possible. What can I do to help them recognize the value to them and for our growth? -- Amy, frustrated marketer  Dear Amy,
I am sure you have heard the saying – You can lead a horse to water, but you can’t make them drink. Your efforts need to be focused on the “What’s in it for them” approach. Package your training and communications on what the benefits are and productivity savings they get out of using CRM.  Most CRM systems fail because upper management, IT, marketing, sales, customer service, and others who use the software do not establish clear, well-defined, measurable goals. Consequently, it can be difficult or impossible to determine the effectiveness of a CRM system.
This happens because CRM is often thought of as a technology solution for a company's business; however, CRM is a really a business solution. Even if when your company deployed CRM you did not have defined measurable goals or had ill-defined goals, you can “mend" a failed CRM, in four simple steps. |
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