Unstable Customer View

Headline

Investigation, identification and resolution of data issues impacting use of CRM sales productivity tool.

Details

A well known parts distribution organisation had invested in the development of a hand held CRM solution that delivered a single customer view from their ERP system via a third party solution. The tool was not well received by the sales team who were complaining of instability in the product. On investigation, the issues were broader and more complex:-

  • Core data did not support the required view.
  • No build data build metrics existed.
  • Build rules were not documented.
  • General lack of awareness of the tools aims.
  • Training was not reinforced.

Lessons Learned

  • Importance of stakeholder involvement.
  • New tools must help the end user if they are to garner support.

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