The success of CRM
implementation is not only about technical things. Even
more important is how to approach the end user (division sales,
marketing, support), and socialize the CRM
from the beginning (before the implementation stage). So the rejection
of the end user could be decreased.
In order to successfully implement CRM, especially to be appreciated
from the end user, company needs to have change management. Refers to
"From Resistance to Acceptance: How to Implement Change Management by
Gina Gotsill ', the following management changes strategy can be made
for the CRM
implementation.
Change management can be effectively
done when the company high level management at the company's admit the
existence of human beings to refuse the change. In this case the
rejection from the end users , in Marketing, Sales and Support
division, to change their behavior from manual system to a centralized
and automated CRM
system.
Change Management focuses on human and how they resist, overcome, and
ultimately accept the changes resulting from the use of CRM systems in their
activities in the work.
Employees resist the change because of many reasons. They may not
understand the reasons that encourage the change or may not agree with
the new company direction. Or, they just feel anxious about how the
changes will impact on their work activites. The management that
recognizes the human tendency to resist change-even when the change is
important for business success, can take the initial steps necessary to
anticipate a positive outcome.
There are three important steps that must be followed by the executive
to implement change in an organization related to the implementation of
CRM systems:
Focus to Employees
Managers who do not anticipate any resistance to change, will find the
fact that human element can derail a project. A research, conducted by
Gartner Group, found that the success rate of technology usage is only
about 35-40 percent. From the early stages of implementation, the
manager/supervisor needs to approach and provide socialization to the
end user how CRM systems can provide benefits for them and the company.
Employees need to be part of the change and they need to be heard.
Change management experts recommend that managers socialize the factors
that cause changes in marketing, sales and support activities, start
from the top and continue to every level of organization. And how their
activities would differ before, during, and after the implementation of
CRM.
Effective Communication
Corporate communication has an important role in the change management
strategy. When employees know and accept the reasons for this change,
the manager / supervisor needs to reinforce employee acceptance with
the right, practical and inspiring message.
Action Learning
Training through practice can be given to employees by providing a
special room where they can learn the CRM system and if there are
difficulties can be solved together.
27
Mar
ECM (Enteprise Content Management) Functionalities
Some functionalities that ECM covers :
- Document management - check-in/checkout control, version control, security and library services for business documents
- Web Content Management - ability to remove the webmaster bottleneck, managing dynamic content and content authoring, general ease of use
- Records management - ability to comply with legal or regulatory purposes, long-term archiving and automation of retention and compliance policies such as admissibility
- Document capture and document imaging for capturing and managing paper documents - entire scanning process from paper to electronic format
- Document Centric collaboration for document sharing and supporting project teams - including permissions
- Workflow for supporting business processes and routing content, assigning work tasks and states, and creating audit trails of who did what, why, when and how
Sumber : http://www.contentmanager.eu.com/ecmq.htm
27
Mar
Do We Actually Need to Implement ECM
Larry Oliver of FileHold Systems give some hints to find out whether ECM
will suits our need or not. If these questions often appear in your mind, that mean you need enterprise content management system :
- "How can we get rid of all this paper and reduce our filing cabinets and offsite storage costs?"
- "Every version of this contract is different: which is the most recent version? Who was working on it last?"
- "I can find anything on Google but I can't find the proposal I wrote last month - we need search!"
- "I need a system that sends me a reminder and gives me access to contracts up for renewal."
- "Why can't we have electronic workflow to share our work and avoid duplication of effort?"
- "Everyone has access to my files. I want to restrict documents to only people I want to see them?"
- "Why does it take forever to get 5 different approvals on a revised policy document?"
- "How do we stay in compliance with rules regarding record retention?"
- "Each branch office has their own files on all of the same topic - needless duplication!"
Sumber : http://www.bstormweb.com/fileholdprofile.html
26
Mar
SugarCRM - Powerful Customer Relationship Management System
Customer Relationship Management
(CRM) bukan hanya sebuah konsep atau
sistem, melainkan strategi bisnis dengan tujuan untuk
memahami, mengantisipasi dan mengelola kebutuhan dari
organisasi dan pelanggan yang potensial. Secara ilmiah telah
dibuktikan bahwa cost untuk mengakusisi customer/klien baru
jauh lebih besar dibandingkan cost
untuk mempertahankan customer/klien
yang sudah ada. Di sinilah peran
CRM sangat
menentukan untuk membina hubungan bisnis dengan para customer/klien yang sudah ada maupun membangun hubungan bisnis dengan customer/klien yang baru.
SugarCRM
, yang merupakan solusi CRM berbasis open source yang terbaik di kelasnya, telah mengakomodasi semua kebutuhan dalam membangun dan membina hubungan bisnis yang dimiliki perusahaan.
Why CRM?
- Cost untuk akuisisi customer baru >> Cost mempertahankan customer yang ada
- CRM membantu mengidentifikasi dan membuat perusahaan fokus pada customers yang profitable
- Memberikan loyalitas pada customer melalui better customer service (berdasarkan riset, customer satisfaction meningkat 22% setelah pemakaian CRM)
- Meningkatkan sales dengan mengidentifikasi kebutuhan baru
- Dengan adanya data customer yang terdistribusi dan di-share produktivitas karyawan meningkat sebanyak 17%
Why SugarCRM?
- SugarCRM memenangkan : Product of the year (CIS Magazine - 2008), dan Best Open Source CRM Solution Award (Infoworld - 2007 dan 2008)
- Dipakai di 1,200+ perusahaan di 30 negara dengan 100,000+ end user
- User Friendly and Flexible
- Total Ownership Cost yang Rendah di kelasnya
26
Mar
Awards for SugarCRM in 2009
SugarCRM Professional has been selected as "Best Open Source Solution" by the Software & Information Industry Association (SIIA) 2009 CODiE Awards. SugarCRM provides a web-based CRM system, which can be used by companies to manage the entire relationship with the customer/client.
Various awards, achieved by SugarCRM in the year 2009 :
- ISM Top 15 SMB CRM Award - SugarCRM 5.2 was selected as one of the Top 15 best CRM system in the category of small medium business
- Customer Interaction Solutions CRM Excellence Award
- Stevie Awards for Sales & Customer Service
- Intelligent Enterprise 2009 Editor's Choice Awards
26
Mar
Enterprise Content Managament in a Glimpse
Enterprise Content Management
or commonly referred to as ECM
is a system used to capture, organize or manage content and documents
involved in the business process. ECM
manage content and documents in its entire life cycle, from creation,
delivery, revision, published, and then finally archived.
ECM can be used at all levels of work (ranging from marketing, operation, human resources, finance and strategic levels). Moreover, ECM also has some helpful applications of the users dealing on an information.
Some of the most common features owned by the ECM system is: content / document versioning, document workflow, full text search, access rights, collaboration.
Several ECM system that has been widely known: Alfresco (Open Source licensed), SharePoint, Documentum, Open Text.
ECM can be used at all levels of work (ranging from marketing, operation, human resources, finance and strategic levels). Moreover, ECM also has some helpful applications of the users dealing on an information.
Some of the most common features owned by the ECM system is: content / document versioning, document workflow, full text search, access rights, collaboration.
Several ECM system that has been widely known: Alfresco (Open Source licensed), SharePoint, Documentum, Open Text.