Tag Archive: CRM System

How To Know If Your Old Business System Is Just Fine

September 8th, 2017
Time for an upgrade?

Is it time to upgrade your business systems?

We cannot tell you how many clients call thinking they need a new system to support their business when they simply don’t! Certainly, there is a time to upgrade to a new business system, when you’ve outgrown your old one (for example: QuickBooks with add-ons like Fishbowl), or your old system is highly customized and unsustainable, or when you are in the midst of a merger or acquisition. However, before jumping to the conclusion that your system must be upgraded, think twice.

Any ERP transformation project will be expensive (more than you think!) and resource intensive. With that said, it is an absolute must to support business growth and success in some situations. Just make sure yours is one of them!

To upgrade or not to upgrade? That is the question.

It is also quite possible to extend the life of some systems. Is there a way to extend the life of your current system? We often find during analysis that there are options worth considering. It is smart to think about the timing of your upgrade and whether you can impact it. When can you dedicate the resources to ensure success? Of course, from one perspective, sometimes there is never a good time. And, on the other hand, we have seen clients wait “too long”. You don’t want to be in that club either.

Instead, complete a simple strategic analysis of your business situation and ERP needs and balance them against your current capabilities. An answer will emerge and just might “save you” either way. Perhaps you’ll be able to extend the life of your old system and maintain focus on your business OR you’ll find out that if you wait any longer, your competition will pass you by. Either way, it is better to be in front of it.

If this article was helpful, Continue reading on this topic:

Should You Upgrade Your ERP System?



Obsession with Your Customer

January 10th, 2017
customer service

Become a little more obsessed with what your customers want even before they know what they want to keep them your customers for a very long time.

One of our clients has a healthy obsession for the customer! It might drive some of his employees a little mad but it is effective. Adopting a bit of healthy obsession for your customers can go a long way!

In this case, our client was particular with every customer-facing document, interaction, piece of information and the like. This owner would keep track of who ordered what throughout each day, kept a pulse on what was going on vs. prior years, like years and would ask his employees who interacted with customers for customer feedback and the pulse of customers multiple times a day. Every employee and business partner/trusted advisor knew customers were important.

In today’s Amazon-impacted marketplace, keeping a pulse on customers is even more critical. Are you assuming what customers told you a year ago still holds true? Do you think it does? Probably not! Or are you relying on your salespeople to communicate changes to you? Do you prompt them or follow any proactive measures to make sure you find out what your customers prefer? Change is occurring on a rapid basis. Are you asking? For example, I’m sitting in first class on a flight to Dallas and they handed me a cookie for dessert. He didn’t ask whether I’d want it heated up (which is the first time that happened). That small difference made a huge difference to me. It wasn’t worth eating cold yet I’d have loved it heated up. I suppose it might be good that I didn’t eat it but this small question could have gone a long way with customer service.

Technology for technology’s sake is expensive and useless. Put it to work. If you have a CRM system, find a new way to use it that will give you valuable intelligence on your customers. If you have an e-commerce site, find a way to find out more about your customers — and potential customers. If you have access to business intelligence tools, use them to gain business intelligence on your customers’ needs. And, if you have Excel, you can still track key characteristics about your customers. Who doesn’t at least have Excel?! Become a little more obsessed with your customers.

Did you like this article? Continue reading on how to be the Strongest Link in your organization:

Why Customers Rule 

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