The salespersons and marketers often have different views on the CRM(Customer Relationship Management) system .
There are groups who say that the primary function of the CRM system is to help them manage marketing daily activities.
But there are other groups who argue that the system’s main function is more to how we build relationships with customers/clients.
If we look at the text book on CRM, the core of the Customer Relationship Management (CRM) is to leverage relationships with customers/clients.
For example : regarding customer data sharing. For salespersons and marketers, customer data is a sensitive issue that they do not want to share to their other colleagues. Their reason: competition.
But on the other hand, the sharing of customer data to other sales and marketers, will increase enterprise service to customer/client.
If considered as a mere tool to help employee productivity, the concept of CRM is only limited to: ‘Serving the customer is mine, do not need to bother the other customers in this company that is not my responsibility’.
Imagine if customer data can only be seen by one salesperson only. When the salesperson is absent, maybe because of illness, vacation, etc., and at that time his/her customer/client has some issues that can not be postponed, there will be a plenty of time wasted for customer to explain the issue from beginning, it also can reduce employee productivity .
So what to do?
First, the core spirit of CRM must be instilled to sales and marketers in the company. That the main goal to be achieved from the Customer Relationship Management is to improve the quality of relationships with the customers/clienst.
Second, to avoid unhealthy competition among salespersons or a marketers, company need to have right access settings for each user. For example each user can see the detail the customer, but to edit it or add an opportunity, must obtain approval of the user that ‘owns’ that customer/client. This right access setting is facilitated by SugarCRM
.
In SugarCRM
, we can set the permissions level for each module for each user. Permission level varies from: see general information, edit, import, export, etc.