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The Only Way to Save Your CRM from Failure

Posted by Dick Wooden

The Customer Relationship Management (CRM) system is now a central focus of many businesses. The CRM system is responsible for holding contact details, communications, social media profile data and valuable leads – the data that sales teams live and breathe every day. In theory, the CRM acts as a colossal ‘brain’, or hub: an application everyone can dip into for data.

Yet the CRM is, in itself, a framework: a holding bay for data. It cannot function if it is not populated correctly. Yes – everyone uses the CRM, but who owns it? Ask any user, and they will likely say: “not me”.

The opposite is true. And here’s the challenge: up to 46 percent of CRM systems are failing. That’s a figure no sales department can work with. But there is one way to turn it around.


Causes of CRM Failure

CRM systems are central to productivity across organisations. They are also not cheap. Gartner estimates that the CRM industry was worth $18 billion in 2012, and will be worth $36 billion by 2017.

Clearly, adoption is accelerating, and more businesses are storing data in CRM software. Yet we are no better at managing that data. Why?

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Topics: CRM Guide to Success, Saleslogix success, Data protection, Make your business work smarter, Integrated Business, Critical Mistakes with CRM, Infor CRM, Data Quality

Harness Technology for Better Selling with Infor CRM

Posted by Dick Wooden

And Connecting in the Age of the Customer

Whether it’s the Internet or mobile devices, technology has changed the way buyers are buying, allowing them to plug in from anywhere to do their own research.  But it’s also changed how salespeople sell. Now, reps can work from anywhere, present from anywhere, sell from anywhere.  With the right devices and software, sales reps can:

  • Cut through the clutter – to zero in and easily identify what they need to do next 
  • Find a relevant way to connect with buyers so they can win faster 
  • Easily collaborate with people, to find and access the information they need to ultimately sell more.

If you want a better email – there are tools to help you. If you want to measure the responses to the email – there are tools to help you. Every step: when to respond, how to respond, how best to follow up, how to build a relationship, how to track the conversations- can be measured and optimized.

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Topics: Mobile CRM, Make your business work smarter, Web-based productivity tools, Better Decision Making, Sales Productivity Improvements, Business traction, BPM-Business process management, Sales Enablement with CRM, Infor CRM, Well Used CRM, Infor Mobile, Info CRM Specialist

Understanding the powerful value of the word - UP

Posted by Dick Wooden

There is a two-letter word that perhaps has more meanings than any other two-letter word, and that is 'UP'.

It's easy to understand UP, meaning toward the sky or at the top of the list, but when we awaken in the morning, why do we wake UP?

  • At a meeting, why does a topic come UP?
  • Why do we speak UP and why are the officers UP for election and why is it UP to the secretary to write UP a report?
  • We call UP our friends.
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Topics: Employee engagement, Personal Improvement, Building Stronger Relationships, Business Relationship Development, Sales Productivity Improvements, Strategy Improvement, Adaptability Tips, Getting Things Done, People first CRM, Buyers Journey

8 Ways to Make Your CRM Sticky and Well-used

Posted by Dick Wooden

#1 Succeed where others fail with CRM

Just a decade ago, fewer than half of sales organizaions took advantage of CRM, but today, nearly 83% have implemented CRM.1 Achieving a competitive advantage is no longer about being the first of your peers to deploy a CRM system; it's about making the wisest use of customer information to evolve your sales, marketing, and customer service best practices.

CRM can only help improve sales and the customer experience if it’s fully and consistently adopted throughout the organization. Many companies have implemented CRM solutions, but too often, actual adoption and usage among employees remains low.

In a recent survey of sales and marketing professionals, 87% indicated they were required to use CRM, but 79% of those professionals admit they just “check the box” to satisfy their bosses.2  Adoption requires more than forcing employees to check the box. Employees need to add real value by inputting useful information into the CRM system and following business processes that take advantage of its capabilities.

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Topics: CRM user adoption, CRM Guide to Success, Saleslogix success, Make your business work smarter, Business success with CRM, Business Drivers for CRM, Critical Mistakes with CRM, Infor CRM, Well Used CRM, Infor Mobile, Info CRM Specialist

Automating Sales Quoting: CPQ to the Rescue!

Posted by Dick Wooden

Complex Selling Made More Effective with an integrated Configure, Price and Quote system with Infor CRM

Modern day Business to Business selling often includes increasingly complex goods and services to the market. With contemporary configure / price / quote solution baked into your CRM based sales workflow, companies are empowering their sellers and channel partners with significant advantages over their CPQ-less competitors.

Recent Aberdeen Research indicated that a companyusing CPQ has significant benefits in reduction in contract/proposal generation error rates, increases in customer renewal rates and increases in Lead conversion rates compared to those companies not using a CPQ solution..

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Topics: Employee engagement, Business Growth Enabler, Make your business work smarter, Sales Productivity Improvements, Sales process, Business Drivers for CRM, Selling Smarter, CPQ:Configure-price-quote, Manufacturing use of CRM, Sales Enablement with CRM, Infor CRM

4 Ways to Transform Your Business Processes & Reduce Crazy Busy

Posted by Dick Wooden

In our Crazy busy world it is extremely helpful to take a step back and consider your business processes- the ways you do work.  Now is the time to consider the use of new technology to help automate your world and your business. Our clients have found it very helpful, to being transformative using the Business Process Automation and Management tools now available.

Real Business Scenario.....

Let's say you have multiple sales reps obtaining lead lists from a quality resource and you want to have those companies and contact information to be imported in Infor CRM by the reps.  But instead of coming in as leads into Infor CRM they will be a 'Prospects' type of accounts and contacts.  Also you need more intelligent duplicate checking and updating of related fields if the match is found. If the company account already exists or the contact person already exists then just add a note to the matched indicating a link to the lead source.  Maybe link the contact to a marketing campaign. When done send a summary of the new or updated accounts and contacts to the sales rep.  This is all possible with Orbis TaskCentre.

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Topics: Reimagine the way you work, CRM Automation, Make your business work smarter, Business Transformation, Getting Things Done, Workflow Improvements, Business traction, TaskCentre, BPM-Business process management, Infor CRM, Crazy Busy Solutions

Getting started with Xbar - Infor CRM inside Outlook

Posted by Dick Wooden

Getting Started with Xbar-  Help is always available and ready!

In Microsoft Outlook, click an email. A Member card for everyone listed on that email appears in the Xbar pane. A Member is anyone in the To, From, or CC fields in a Microsoft Outlook email. If a Member is not already in the CRM database as a User, Contact, or Lead, only their name and email address appears in the Member card.

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Topics: Productivity Tips, CRM user adoption, Outlook Integration, Saleslogix Tips, Saleslogix Xbar for Outlook, Infor CRM, Infor CRM Updates, Infor CRM Education

Win Sales Faster with Buyer Focused Sales Process

Posted by Dick Wooden

Need a better way to Guide a Sale

Have you made a huge investment in CRM but are totally frustrated with low sales rep adoption rates and inaccurate sales forecasting results?  As a sales manager is it too difficult to coach salespeople effectively? It may be because off a flawed, outdated CRM funnel structure...  

Selling has dramatically changed and the 'process' focus needs to change from using a sales process about how you internally operate a sale to how the buyer really buys.  I have seen too many organizations with a sales process with steps that describe what their company expects a sales rep to do, not what it wants prospective customers to be doing.  In the old way, an opportunity can appear to be progressing quite nicely because the salesperson is doing everything the funnel describes.  

But what happens when the prospective customer's environment is different - they move much more slowly in their buying process?  Your old selling process did not take their buying steps into account, mistakes are made and forecast accuracy goes down the drain. Neither the sale rep nor the manager is measuring the success of each step by tracking buying behavior.


Identify Customer Buying Process and Next Step

Develop a sales funnel with meaningful stages that identify specific actions that customers take when they are moving forward in their buying steps.  Track in your CRM a sales process that a prospective customer has:

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Topics: CRM user adoption, Make your business work smarter, Business success with CRM, Sales Productivity Improvements, Sales process, Business Drivers for CRM, Sales Improvement Areas, Selling Smarter, Sales Conversation Improvement, Buying process, Buyers Journey

Satisfying the Need to Look and Sound Professional with CRM

Posted by Dick Wooden

Looks may be superficial but sometimes they are baked in. 

Strong seed genetics create the foundation to generate great looking crops. Likewise a well-used CRM has to have a strong foundation that shows through.  Purpose-built CRM like Infor CRM has both the adaptability and good looks baked in.  An engaging user interface is normally not ugly and definitely has some essence of beauty by design.  Apple has taught all of us that beauty in design will increase engagement and positive experiences that people talk about.  Make sure your CRM solution has the foundation to be adaptable and will be able to grow on those who use it.

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Topics: CRM user adoption, Tailor made CRM, Saleslogix success, Appreciating Asset, Adaptable CRM, Building Stronger Relationships, Business Growth Enabler, Insight Knowledge, Business Drivers for CRM, Acquire-Retain-Develop, Empower CRM Success, Infor CRM, Well Used CRM, Purpose Build CRM

Newest Act! v17.1 Contact system improvements

Posted by Julie Cooper

Act! v17.1, the newest and most intelligent version of the #1 best-selling contact and customer manager.

With enhancements to integration and automation, it's easier than ever to turn your marketing efforts into successful sales.

Finally, sales process meets nurture marketing.

Key Highlights of Act! v17.1

  • Enhanced Call List functionality enables users to take actions directly from the Call List - like scheduling follow-ups, and creating Histories and Lookups.

  • Additional customization options give users a more personalized experience - including customized big buttons, Act! Notifications, and default History options.

  • Automation & Productivity Enhancements help streamline activities like import and duplicate checking (on Windows and Web!), Global web Info preference management, and additional options for URL links in Documents.

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Topics: ACT! Web, eMarketing Effectiveness, Marketing Effectiveness, ACT! Friday Fun Tips, ACT! Tips and Tricks, ACT! Success, Well Used CRM, ACT 2015

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