Share what you know with millions of people
Focus is the best place to turn what you know into remarkable content
Do you consider your compatibility w/the vendor when making a CRM buy?
My first mantra in CRM was "when you buy the application, you buy the vendor." I'm wondering if this is actually a buyer's consideration or just a nice little buzzy phrase? Do you think about not just the financial viability of the vendor, and the apps and services they provide, but the compatibility of your company and their company - your people and their people? Just askin'.....
Best Answer
- Recommended by:
- Jessica Groopman,
- Trevor Usken
Paul,
My sense is that you are going to get a lot of posts from vendors who won't get what you are asking and pitch how great they are. From the VAR side of this Jessica has hit the nail on the head. I would add just one more nuance to this:
It really depends on the level of dependency that the CRM user will have on either their vendor or implementation consultants (if they are not one and the same). Due to our egos in this business we think that the customer "always" buys us but the reality is that sometimes customers just want a product that works without talking to the vendor or a VAR.
If the assumption is that there is some level of human dependency between the customer and technology vendor or implementation consultant then I would say that your mantra is certainly a true statement. After more than 10 years of doing these projects and speaking about CRM adoption (http://blog.practicalcrm.net) success is usually split equally between the technology stack, people involved it the project and the processes used to reach the end result.
I have seen challenging projects come out on top because companies were aligned well and I have seen easier projects go sour based on cultural challenges between implementer/vendor and customer. I guess Forrest Gump was right...."CRM is like a box of chocolates..."
- Recommended by:
- Robby Miller
Paul,
Yes, I believe this is a critical part of the buying decision. I want to know I'm not just buying a product but a consultive partner who understands me and my business. Someone who will challenge my ideas bringing to light what I haven't thought of, a better way of executing or obtaining critical information to achieve strategic advantage.
- Recommended by:
- Jessica Groopman
Absolutely! When I was searching for an online CRM solution for my company I was not only looking for the functionality that I need presently and in the future, but how scalable their product was and did the CRM companies employee understand our needs and get us. I knew that we would be working closely for years to come and I wanted to make sure that the CRM company personnel could relate and understood what we are going through. It is very important to have that fit between your company and the CRM company you are selecting.
Good question, Paul, and one I asked myself in my blog post http://blog.technologyevaluation.com/blog/2010/02/16/is-your-erp-system-provi.... Results to date are split surprisingly evenly.
All the best,
David Clark
Managing Editor
www.technologyevaluation.com
That's a somewhat old fashioned concept.
With a business operations platform you can plug any ERP and CRM together virtually plug and play. Whatever CRM package your sales team feels most comfortable using is what they should be able to use, the same goes for SRM / ERP / PLM. All work harmoniously together and ALL integrate very easy!
No coding should be required, please let us know when you need this done, and we'll get it done "a minute".
Events
- Dos and Don'ts of Small Business Marketing May 29 @ 11 am PT
- Lead Nurturing 202: The Next Generation May 31 @ 11 am PT
- The Tricks to Paid Media June 6 @ 11 am PT
- Display Advertising for Brand Awareness June 20 @ 11 am PT
Related Activity
As someone who speaks to CRM buyers everyday, I can tell you that interaction with the vendor emerges throughout the process as a primary differentiator, reason for considering (and eliminating), and ultimately as a reason for purchasing. In our CRM study conducted in January 2010, 30% of buyers chose a new system because of a positive interaction with the vendor. Anecdotally, prospective buyers frequently assert they are looking for more than a new software solution, but also for a vendor as a real business partner.
All this being said, the emphasis on vendor interaction is generally greater for Hosted or On-Demand CRM than it is for On-Premise CRM. While there are many reasons for choosing one over the other, with an On-Premise CRM, the solution is hosted in-house presumably by the IT dept. or a Network Administrator. Therefor, there is less pressure that the vendor be present when problems arise. But for smaller companies who may not have an IT dept, or may simply have a smaller scope in terms of functionality, it may not be necessary or possible to bring the system on site. Specifically for buyers who have less experience with the technology, interaction with the vendor during evaluation becomes foreshadowing for the level of service, support, and general ease of administration to be expected after purchasing.