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/ 1Think Digital Customer Conference 2019
15 Reasons Why Sales People Hate CRM and How to Solve Them
15 Reasons Why Sales People Hate CRM and How to Solve Them
Senior D365 CE Consultant
Email: Mreed@Hitachisolutions.com
Meghan Reed
#HSCCATLANTA19
Senior D365 CE Consultant
Email: Rdarwiche@Hitachisolutions.com
Reham Darwiche
#HSCCATLANTA19
Sales Track
/ 3Think Digital Customer Conference 2019
http://bit.ly/2Hln49y
Survey and Results
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1. “I hate the data entry”
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Email Engagement & Auto Capture
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2. “It is too complicated ”
3. “It does not fit my process”
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Flow: Flow Approval Through Outlook
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4. “There is too many places to go”
5. “It is not pretty”
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John Doe
Unified Client Interface (UCI)
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Embedded Power Apps
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6. “I can't take it with me on the go”
7. “It adds more to my job”
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Dynamics 365 Mobile App
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PowerApps
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8. “I don’t know how to use it”
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Playbook
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Task Flows
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9. “ It is time consuming”
10. “My current system/process is fine”
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OneNote Integration
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Teams Integration
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Excel Online
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11. “It makes my sales impersonal”
12. “It is not accurate nor reliable”
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Relationship Analytics
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Relationship Analytics
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13. “I don’t see derived results”
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Gamification
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Gamification
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14. “I don’t need to be micromanaged”
15. “I don’t want people to see my stuff and my data”
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Forecasting
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Successful Change Requires Both the Technical and People Sides
Technical Side
People Side
Design
Deliver
Develop
Embrace
Use
Adopt
Current State Transition State Future State
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The organization’s future state is actually the collection of many individual future states.
Individuals
CurrentState
TransitionState
FutureState
CurrentState
TransitionState
FutureState
CurrentState
TransitionState
FutureState
CurrentState
TransitionState
FutureState
CurrentState
TransitionState
FutureState
CurrentState
TransitionState
FutureState
Organization
FutureState
• Documented and Managed Processes
• New Operating Model
• Specialists in the Call Center
• Supplier Website Integrated into Supply Chain
• Merged Organization
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Organizational Change Management
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Benefits for End-Users - “The Carrot”
• Each Role Should See Benefits to Themselves or Customers
• Learn What Motivates Each Role• May Have to Discuss Roadmap with Certain User
Roles (Not All Roles See Benefits Day One)• May Cause You to Revisit Your Roadmap• Types of Carrots
• Automation of Manual Processes to Save Time• Having Access to Data They Did Not Have Before• Easier/Quicker to Access Information
“Creating the Why”
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Benefits for Management - “The Stick”
• Can be Viewed as “Big Brother”• Can be Unpleasant at Times• Can Work• All Management has to Embrace It –
One Defector Lowers Adoption• Needs to be Operationalized – Integral Part
of the Process• Creates Accountability• Shows Management Commitment
“Creating the Why”
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Sales Accountability
• Pipeline Dashboards – “If It Isn’t In CRM, It Doesn’t Exist”• Remove Other Sources of Pipeline Dashboards – Only Use CRM Source• Regular Pipeline Reviews Between Manager and Salesperson• Manager Calls Out Issues With Pipeline During Review (Fix It Right Then)• Focus on Major Data Items Like
- Sales Stage, - Close Date, - Product(s)/Service(s), - Value, - Next Steps
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Q&A
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