Matrix
Do you need a success matrix?
07/01/10 17:37
Without a
success matrix it is impossible to measure the success or failure
of any CRM implementation. Many organizations can tell you their
close ratios, the number of calls the revenue producers are making
and other sales related data. What the management is unable in most
cases to tell you is simply; are their people working at maximum
efficiency and what is defined as maximum efficiency.
As part of a CRM project it is important to gather as much intelligence on the revenue producer’s activities and their management and support staffs. Once this data is collected a matrix for success can and should be determined to set the percent of improvement the company is attempting to achieve with its CRM implementation. You need to look at a lot of different elements and cross correlate them.
An example is number of phone calls to in person meetings, close ratio to proposals, suspect to prospect ratios and other sales related data including time periods for all the items. Start and end times for each phase of the process are as important as any other data. Most organizations find when they begin collecting the data that much of it is missing and may need to part of the CRM system design so the data can be collected to build a success matrix.
As part of a CRM project it is important to gather as much intelligence on the revenue producer’s activities and their management and support staffs. Once this data is collected a matrix for success can and should be determined to set the percent of improvement the company is attempting to achieve with its CRM implementation. You need to look at a lot of different elements and cross correlate them.
An example is number of phone calls to in person meetings, close ratio to proposals, suspect to prospect ratios and other sales related data including time periods for all the items. Start and end times for each phase of the process are as important as any other data. Most organizations find when they begin collecting the data that much of it is missing and may need to part of the CRM system design so the data can be collected to build a success matrix.