CRM User Requirements

MyCustomer.com
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SAP Labs is interested in better understanding the CRM-related needs of SMBs. What functionality do you demand? What are your primary reasons for implementing CRM? What are your critical success factors for a succesful implementation?

These are all questions that I wish to address, and would like to discuss with anybody that is either a current CRM user of any company as well as non-CRM customers that are investigating the posibility of implementing such a system.

Please send a note to [email protected] or simply reply to this message for more information.

Thank you!

Brian Cutting

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By admin
29th Nov 2001 21:04

We are a user of Pivotal Relationship which I can say is a great system overall. However, it seems that in developing an advanced CRM system, they have lost sight of some of the basics. Contact management is an essential part of CRM, and I believe a large part of this is schedule management. In particular, scheduling regular activities with your customers. Pivotal's solution to this seems less than adequate. They have a poorly constructed system for recurring activities. They do allow you to conduct your scheduling both through Relationship and Outlook. However, the schedule in Relationship is so much less advanced than Outlook (and less advanced than any other scheduling system I've seen), that it will not accept recurrences that go beyond a daily, weekly, monthly or yearly setting. This means you cannot schedule an activity to occur, for example, every 2 weeks on friday. This system forces us to be redundant in our appointment scheduling. We either set up appointments for the entire year individually, or we have to check Outlook for appointments that recur outside of Pivotal's parameters, and then enter the appointment notes into Relationship each time an appointment is completed. However our sales people choose to deal with this, they end up having to enter their sales call information twice for each call. This is a complete waste of sales time, and a surprising lack of vision on Pivotal's part. I strongly believe that good scheduling capabilities are a cornerstone of efficient contact management, and CRM as a whole.
If you have any information on how other CRM system developers are dealing with this component I would be very interested in knowing. Also, if anyone else has this same problem, or considers this to be an important area of CRM, please email me your thoughts.

Thanks! Jennifer Martin

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avatar
By admin
29th Nov 2001 21:04

We are a user of Pivotal Relationship which I can say is a great system overall. However, it seems that in developing an advanced CRM system, they have lost sight of some of the basics. Contact management is an essential part of CRM, and I believe a large part of this is schedule management. In particular, scheduling regular activities with your customers. Pivotal's solution to this seems less than adequate. They have a poorly constructed system for recurring activities. They do allow you to conduct your scheduling both through Relationship and Outlook. However, the schedule in Relationship is so much less advanced than Outlook (and less advanced than any other scheduling system I've seen), that it will not accept recurrences that go beyond a daily, weekly, monthly or yearly setting. This means you cannot schedule an activity to occur, for example, every 2 weeks on friday. This system forces us to be redundant in our appointment scheduling. We either set up appointments for the entire year individually, or we have to check Outlook for appointments that recur outside of Pivotal's parameters, and then enter the appointment notes into Relationship each time an appointment is completed. However our sales people choose to deal with this, they end up having to enter their sales call information twice for each call. This is a complete waste of sales time, and a surprising lack of vision on Pivotal's part. I strongly believe that good scheduling capabilities are a cornerstone of efficient contact management, and CRM as a whole.
If you have any information on how other CRM system developers are dealing with this component I would be very interested in knowing. Also, if anyone else has this same problem, or considers this to be an important area of CRM, please email me your thoughts.

Thanks! Jennifer Martin

Thanks (0)