Our new eNews feature– “Ask Charlie,” in which customers like you ask business-solution related questions of Charlie Kemmerer, MCG’s Vice-President of Front Office Solutions.

Question:
Dear Charlie: OK, we’ve finally selected an integrated CRM system, and now the staff is nervous. The other sales managers in particular seem skeptical. They are so critical to our sales success, and I don’t want them or our sales team to feel micromanaged with the new system. Any advice? Sales Manager Sam

Answer: Continued from last month…missed it or need a recap? Click here.
Dear Sam: Sure! The role of a CRM system is to support the established sales processes, not to define them. So be sure you’ve formalized your processes and best practices first, as I mentioned last month. The greater role the staff has in the development of these strategies, the better chance you have of active support and participation in the system implementation. Are they worried that the establishment of standard goals and clarification of objectives might expose sub-par performance? Good managers will understand that the tool will free them from micro-management and allow them to develop better quality interaction with their reps by reducing the natural subjectivity of the sales process.

Email Charlie at charliek@mcginc.com for a FREE copy of the "Top Ten Questions to Ask Your CRM Vendor" white paper.

Got a question for Charlie? Let us know