Key Aspects of CRM System Customization

Transcript of an online session.

Question 1:

You are saying that “CRM systems and processes can be adapted to the needs of the rep.” How can this be achieved given that each company is different?


Indeed, each company is different and has different needs when it comes to information, but a CRM is built to adapt to each business’s work methods. There is a toolbox within the CRM, which allows us to adjust every form, screen and dashboard to the specific needs of a business, in a very simple manor. That is why a successful CRM implementation can easily be achieved.

Question 2:

For our management team, the dashboards are the cornerstone of our business success. Up to what point will you able able to adapt your dashboards with your Challenger approach, given our level of personalization and use of these dashboards within our company?


As I have mentioned, the CRM benefits from a toolbox that is quite comprehensive, allowing us to adapt forms and processes, but also various dashboards, such as those presented today. If these various dashboards are not flexible enough to meet your needs, there are other tools in the greater Microsoft family which would allow us to have very personalized dashboards, tailored to the way your business works.

CRM solution to increase sales productivity for manufacturing companies

Question 3:

What can we expect from Part 2 of this session next week?


We have prepared a presentation on the sales manager’s point of view. This week’s demonstration ended with the seller, the rep, who was getting ready for a coaching section with his sales director. What we will see next week, will be somewhat from that perspective. We will come back to the sales manager’s pains and see how a CRM solution can help achieve his or her goals.

It will be interesting to hear this perspective, given that the sales manager is often the sponsor of these projects, when it comes to CRM solutions. So, please tell your colleagues, friends and vice president of sales, if you wish to gain a competitive advantage through the use of a CRM system. Next week, we will present concrete examples on this topic.


Question 4:

To what extent is your free audit, which you discussed in previous sessions, different from what is offered by your competitors?


One of the elements that sets us apart is that our audit is not based on technology, strictly speaking. This audit focuses on the business processes, on the issues that arise at the sales management level, and on the ways in which technology can help you respond to these different issues.


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