- “Wrong phone number”
- “The company was acquired”
- “Wrong title”
- “I have duplicates”
- “The data is old”
- “The emails don’t work”
- “My CRM data sucks”
- “I just called someone who’s been dead for a year”
If you’ve heard any of the above comments or something similar; you have a CRM problem. Are their solutions to these problems? Yes, however; today I will give you a deeper understanding of WHY the problem occurs. Many good vendors exist to solve the problems listed above. I want to arm you with a deeper insight, the WHY.
If you understand the WHY, you will be able to:
- Have a deeper understanding to the nature of the problem
- Remove unrealistic expectations (solve the problem, don’t chase a rainbow)
- Define best practices to minimize bad data
- Be informed when choosing a vendor (flashy interface does not solve THE PROBLEM)
- Understand how your CRM decisions effect CRM data
- Help you be an advocate for change management within your organization
- Make you a more informed client (some vendors will like this, others will not)
So what is the WHY?
Contact data decays
If you have a short attention span, if you are brilliant, or have limited reading time, we are done here. That’s all you need and you know what I am going to say in the long answer. Thanks for reading.
First, let’s establish a baseline from the US Department of Labor.
The national average tenure across all jobs in the US is 54 months. That breaks down to 1.85% per month of job attrition. For high-demand IT workers the tenure is shorter with 3% monthly job attrition rate. The rate for Silicon Valley start-ups is almost ridiculous with the average tenure being just over a year.*
*Not from DOL. garnered from several Venture Capital blogs…take it as an extreme example.
A full year of data decay – base factors
A month at a glance does not show the full picture when factored across an entire year. Look at the picture across a year’s time.
When reviewing an entire year, data will decay at about 12%. However, that does not take into account many additional factors including: (more…)
Why can’t my CRM vendor keep my data clean?
Nearly every CRM company and internal corporate IT department has taken a stab at solving the problem of keeping your data clean. You may have heard of it referred to as CRM Deduping, CRM Dedupe, CRM Deduplication as well as Data normalization.
Unfortunately, no one has done it right! Not Oracle, not Salesforce.com, not Microsoft and not SAP. Why?
Think about it: Who decides the standard? Do you want saleforce.com or Microsoft dicatating the format for data storage that you use? Of coarse not, every business model has unique needs. While one business may prefer storing “The Container Company” another may prefer “Container Company, The”. It would be suicide for a vendor to enforce a single set of rules on all their clients. So the problem is not necessarily ignored, but it is accepted as status quo.
Why didn’t my CRM sales rep tell me this?
Since the issue is accepted as status quo for the industry, it is simply not addressed. Sales reps are not in the habit of pointing out a problem that they do not have a solution for. If the issue is addressed, typically it is periodical crm deduplication process.
CRM Dedupe only treats the symptom
If you think of CRM duplicates as the symptom of a disease, how do you cure the disease vs. treating the symptom? The answer is to never allow duplicates into your CRM system in the first place. The first start in that process is developing a CRM Data Plan.
CRM Deduplication services are a profit center
Your dirty data is another company’s profit center. Many of the major CRM providers have professional services that you can pay to periodically clean your CRM. While these services typically do a great job, they do not solve the issues with inefficiency and lost revenue *between* the data cleansing cycles. Basically, every time you fix your CRM, the cure is short-lived.
Why didn’t I see this coming?
Don’t be hard on yourself. Think about it. When you buy a CRM, it is usually empty. If you import dirty data from an old CRM, the new CRM will be dirty. The problem is not the result of you forgetting to turn on a feature in the new CRM. Massive duplicates and miskeyed data does not become a problem until after you start to use the CRM. When a CRM is implemented, it is typically at that time the buyer realizes there is a huge problem with the information.
Without a systematic way to start with and keep information clean, duplicates will be introduced into your CRM. Good for professional service firms; Bad for you and your CRM. The best solution is not treating a symptom, but curing the disease. The first step to curing the disease is creating a CRM Data Plan… which will be the next blog post.
Next post:What is a CRM Data Plan
Social networking is going to die. This article is about how it will happen.
The focus for this article will be business social networking. If you are worried about your Facebook friends and photos and the life sucking that goes on in personal social networks, don’t worry, they will be around for awhile. They will be dying a totally different death. That will have to be a future blog posting. Ask me over a beer and I will explain it.
Ask three people to define business social networking and you will get three different answers. Try it. Going even further, I hypothesized that you ask ten different people about the benefits of business social networking, you will get ten different answers. I was recently inspired by a quote attributed to Steve Jobs about dogma as “Being satisfied with the results of other peoples thinking.” This article will be as dogma free as possible. While I can’t help being influenced by everything that is being written about social networking, I have come up a few unique conclusions.
1. LinkedIn is not a social network. Most of my contacts are either in a sales or recruiting role. In the early days, the premise behind LinkedIn was that you can connect to many people through a chain of trusted referrals. It does not matter what the creators of LinkedIn claim it to be. LinkedIn was founded on the idea that you can go through a series of trusted connections to network with a target person. It was a noble idea, however, LinkedIn is now controlled by the mob. The real question is… how are the majority of people using LinkedIn? The answer: Get as many connections as possible, build as big a network as possible. Next, when you find someone in LinkedIn that you want to connect with, read their background and connect directly.
LinkedIN is a social database.
2. Social CRM is a buzz word.
The community aspect of SocialCRM is aptly named. Unfortunately, the average person confuses the community, group and collaboration aspects of SocialCRM with popular social networking sites like LinkedIn. They are different.
SocialCRM is not concisely defined.
When everyone is copying what everyone else is thinking, you get a buzz word. Fun to report, you don’t need to think too much to find other articles to read, alter and republish. Read about Social CRM and then write about Social Recruiting. It goes both ways. But what is Social CRM? SOCIAL is the base part of the equation.
Unfortunately SocialCRM is being used as a catch-all phrase and it is confusing the consumer. For clarity, SocialCRM should be broken into 2 distinct terms. Here is a way to clarify thinking and talking about it.
CollaborationCRM – Denoting the functions within a CRM that allow group collaboration, community connection and project sharing. Salesforce chatter is a good example.
SocialCRM – Connectivity to existing social networks like LinkedIn. This is the definition, when polled, that most people believe social CRM to be. (Straw poll yielded 9 out of 10 assuming this definition).
Social Linkage – defined below
The current implementions of Social CRM (as defined above) defeat the purpose of having a CRM. The best implementation of a CRM is when the CRM is self-contained. Art Papas, CEO of Bullhorn, an Applicant Tracking System (recruiter CRM) describes it well. “Our clients live inside Bullhorn”. The best CRM should have everything the users need, inside the CRM.
Example: you click on a LinkedIN link next to a contact record in your CRM. What happens? A browser page opens and you are in a separate web page, disconnected technology, outside your CRM. This is Social Linkage, not social CRM. Bad process.
If a CRM is implemented correctly, you should not have to leave the CRM to perform important tasks.
Most of what is touted as Social CRM today is simply Social Linkage. Social CRM sounds better, sounds integrated, but in every case I have seen…it is not. What is the challenge here? Until LinkedIN and Facebook and all the other networks allow tighter integrations, social linkage will be all that we have. LinkedIN wants you to stay on LinkedIN, Facebook wants you on Facebook. Salesforce wants to be able to say they have connection to LinkedIN.
3. Marketing, not sales, is driving “the idea” of Social CRM
If you look at who is pushing the SocialCRM idea, it is marketing. The dream: Having EVERY contact in your CRM mashed up with all social network information. This would be great for marketing and market segmentation, but unnecessary for sales. The Reality: Click, click, and more clicks. The current state of SocialCRM is, at best, Social Linkage. The reality does not match the dream. Marketing is pushes the dream and leaves sales stuck with the reality.
If you have a question about what sales thinks about “Social CRM” as it relates to social network data, look at the ratings The LinkedIn plugin got on salesforce CRM. Don’t get me wrong, I am a fan on LinkedIN. Visionary concept, great source of data, however, it is not seamless with CRM. If anything the combination is anti-social CRM.
Attn marketers: Your focus should be social media, let sales people worry about and define SocialCRM
4. Social Agents will replace Social CRM. Social CRM/Social Linkage tries to solve the problem of having “an answer” for every contact in your CRM. Every contact that you can view in your CRM will, if available, have a link to external social network profile(s). Services like RapLeaf aggregate multiple social network links associated with a specific person. Due to the sheer volume of information, mashups are not always correct due to the ambiguous nature of contact information. The end result: You click on multiple different links in your CRM and open multiple disparate sources of information. Even when the links are correct you get Another Bad process.
Enter social agents.
The best products are built from dreaming an ultimate scenario. Then, working backwards to what is possible. If there were no constraints…What is the ultimate potential of Social CRM? Answer: Every CRM contact has real-time social network information from all social networks. This information would not be linked, but mashed up inside the CRM. This is not happening. Why? (1) It is not in the interest in the Social Network (really social database) to make the information free and fully available. (2) The incentive chain of $ is not there.
So if it is a bad idea to pre-populate social network information for every contact in your CRM, what should be done? On demand, social agents.
The average sales rep engages 10-20 contacts per day. A real-time, on-demand social agent is fully capable of making a real time extraction of social network information, mashing that information up inside the CRM and presenting it in a usable format for a sales rep. This is what sales wants.
Conversely, I have seen a sales reps presented with a CRM that has Linkage to social networks. While the potential is exciting to the sale rep, they are fired up about the available information available, usage drops off dramatically.
As soon as marketing starts thinking and stops listening to reporters & consultants (who listen to reporters), demand for social agents will proliferate.
5. Social Data comes in 2 distinct flavors
Where someone went to college will never change. It is a fact, fixed in time. Where someone currently works is a fluid social data point. A fixed social data point only needs to be found and stored once in a CRM, whereas fluid data points require social agents to keep them updated.
Fixed and fluid social data points should be treated differently. Why is this important to understand? Treating fluid and fixed data points, with different agents reduces the refresh and load on the technology infrastructure that empowers social agents. In addition, what can be done with the result of social agents varies based on the information being fixed or fluid.
Last thought. Adding a human-verification element, to cement data accuracy, is realistic on a fixed data point. Scan once, verify and store forever.
6. Social Intuition will evolve from social agents
Once we have on-demand social agents, then what? Take a mind walk: We now have a CRM, where, on-demand, or slightly before (predictive system) social network information is extracted, parsed and mashed up inside the CRM. No need to live anywhere but the CRM. A dream of efficiency.
Now that I have all this information about someone. How do I leverage it? The fact that someone went to the University of Miami (The Hurricanes) is something that would be in social network profile. Thus, via a social agent, I would have the University of Miami as a data point in the CRM. However, would I know the UM mascot is the Hurricanes? Would I know the score from the football team the night before? Would I know the weather in Miami that day? The answer to all these questions is no.
Enter Social Intuition
Social intuition is a combination of social network data points combined with real-time agents to gather additional talking points. The prerequisite for performing this type of mash-up is (1) Aggregated & scored data from Social Networks (2) Highly accurate fixed data points (i.e. Mascots for every college) and (3) Intelligent agents that leverage, fixed data points with social data points to “intuit” additional information.
7. Company-centric (NOT contact-centric) social mash-ups will prevail
Even with the proliferation of social networks, the average person has just a few, if any data points about them. Multiply that by the number of people at a company and patterns emerge. Patterns that would not be apparent in the microcosm of one person. The best approach in sales is to engage multiple points of contact (people) at a company on the onset of first contact. This approach is called Sphere of Influence Selling and is well documented in The Sphere of Influence Selling webinar.
Remember: You talk to people, but the company writes the check.
8. CRM Socialbases become the ultimate silos
The most valuable list is the list that no one else has. Think about it.
The most unique set of data is inside your CRM. Don’t worry about the world, just about your clients and the companies you want to sell to. Gather rich data from social networks and other sources and combine it with your CRM. The future king of all data sets will not be inside social networks. Companies will mash data from social networks and combine it with conversation history, notes, purchasing habits, etc.
CRM Socialbases will be built on a combination of Fixed and Fluid social data points.
The value of any list can be scored based on data quality & competitive advantage. For example, LinkedIN has great data, but it is it exclusive? No. Anyone with a bunch of connection can get to the names of almost everyone.
9. Things to watch
Bleeding edge: Watson. An IBM supercomputer that will, in the coming months, be competing with top Jeopardy players. In initial testing, it beat the average player, that were winners, on the Jeopardy TV show. 5 years ago this was not possible. Watson is an answer machine. What happens when you connect an answer machine with your CRM SocialBase?
Hot: Salesforce chatter: I like this technology. Nothing that can’t be copied. Expect to see it in every CRM within a few years. Brings another aspect of social into CRM, in terms of work teams and projects.
Fun: Proximity based social networks – Not a primary technology, but something that should be eventually mashed up. FourSquare is a good example. (Yes, I am the mayor of Broadlook).
Practical: CRM Profiler – The next iteration of the technology is cloud-based, lives inside the CRM, jumps over social linkage and includes social agents. Build your own social knowledge-base.
10. Black swans emerging?
Black swan theory Something that changes everything in a space. Denotes an occurrence that no one though of.
LinkedIn CRM – It makes sense, but would they alienate CRM’s that currently mash up with them? It has happened before. In the recruiting space, AIRS, a recruiter add on tool, created their own applicant tracking system. Guess who integrates with AIRS today? Nothing of importance. Next AIRS was acquired by a RPO (recruitment process outsourcing) company… how many competing RPO’s will continue to use them? The number is declining.
Salesforce acquisition of LinkedIn: More likely to be Oracle, SAP, Microsoft or a company that has deep pockets. Salesforce already acquired Jigsaw.
Scariest combo: Google Acquires LinkedIn, creates the Google CRM and makes it free. It actually makes total sense. If Google wants to push ads all day long, while people are at work. This is the way. Gmail is already the best web-based email system. They have google docs. They have a mobile platform. All the components are there. If you take a step further and look at the talent they have hired, patterns emerge. Nuff said.
Social Network -> Social Database -> Social CRM -> Social Linkage -> Social Agents -> CRM SocialBase.
You heard it here first!
The Apple AppStore has over 100,000 iPhone applications. Verizon’s Droid is a a few months old and Google just launched the Nexus One. Microsoft has Windows Mobile and the Palm has the hot new Palm Pre. The current king of Mobile Business is the Blackberry (RIM), but it is losing ground fast. Apple, Microsoft, Google, Palm, Verizon & RIM all going after the same market and that makes for great headlines.
Articles are starting to appear talking about the mobile replacing desktop as a work environment. For the most part, this is bunk; A symptom of someone looking for a headline, but not thinking. When I see an interesting article about a controversial topic, I like to first look at the last 2-3 headlines by that author. If last week they were talking about global warming, the week before about cyber-crime and this week about mobile technology replacing the desktop; I classify them as “reporter”. Reporter does not equal expert. While reporters are absolutely essential to get a pulse on minor variations on trends, I prefer to seek the experts to get a deep understanding of a new technology. Even better is to immerse yourself and get first-hand experience. Most of the buzz today is reporter, not expert created.
To better understand if/when/why mobile will or will not replace the desktop, definitions are in order: Desktop refers to the hardware, be it PC, Mac, Linux, either desktop or laptop. This desktop can be running any form of software including installed, Client-Server, SaaS and browser based. Mobile is the generally understood concept of a smart-phone like a Blackberry or iPhone.
Mobile vs. Desktop
So will “mobile” business application replace the “desktop”? Yes and No. The first Hurtle for Mobile to replace Desktop is CPU & Memory. Over the next decade, mobile form factor devices will have the processor and memory of today’s desktops. So throw out processing power as a differentiator. Mobile will catch up. In fact, most applications today, especially SaaS applications only take up a small amount of CPU and memory on the desktop.
What else constitutes a desktop environment? Input and output devices. This is the big one. I personally have both Mac and PC setups, each with a bunch of big monitors. Besides the large monitors, I use full size keyboards, and a laser mouse.
My Mac & PC workstations
Big ideas need big work spaces. When I first realized that my iPhone was actually a mobile computer, I tested the limits. Doing basic operations like reading email works fine. What about spreadsheets I thought?
Designing a spreadsheet on a mobile device is possible, but very, very inefficient. I tried it and it’s infuriating. However, using an already designed spreadsheet on mobile device is realistic. Reading email; easy. Writing email; possible, but not as easy as using a full size keyboard.
This is where I had my epiphany that would steer the mobile strategy for Broadlook.
Mobile Technology is an extension of and not a replacement for PC-based business applications.
Why? Desktop business applications have evolved over the years to take advantage of everything possible. Case in point, at Broadlook, we switched to the Microsoft Dynamics CRM. The default setup did not fit our selling model, so we modified Dynamics to fit our business process. Dynamics is a Platform as a Service (PaaS) environment; a base of CRM functionality which each business can build on. Our modifications to Dynamics CRM included data points that most companies don’t have access to (unless they are Broadlook customers). Simply put, the average screen was too small to get all the data on it that we needed. We could have created a system where everything was accessible in a drill-down fashion (click, click, click). However, this included too many clicks to be efficient. I can’t stand having to click 3-4 times to get to data that should be there. The answer: bigger monitors. Standard at Broadlook, we now have 24 inch monitors with 1920×1200 resolution. The things that most people have to click 2-3 extra times to get to their CRM, we have on the first screen. Simple things like having all the contact info points in the initial search grid.
Broadlook’s Leads Screen in MS Dynamics CRM on a 24 inch monitor. All info points are available so a sales rep can take action from the first screen. A typical implementation of SalesForce.com or MS CRM would require you to click 2-3 times to get at all the information on this screen.
As a side note. These monitors are about $250. Picking up 50 of these monitors was many many more times cheaper than wasting the time of a sales rep in click-click hell. In addition developing with the large monitors in mind is much more forgiving than having limited screen real estate and making a design decision that makes 1/2 the people happy and 1/2 ticked off.
How would this business process, which depends on “big hardware” translate to a 4 inch mobile screen?
No way, no how. This is why we won’t see CRM for mobile replacing CRM on the desktop/laptop. I’ve seen a few mobile “stand-alone” CRM’s on both the sales and recruiting sides. They are a joke. An absolute productivity waste. What works with mobile CRM is when it is used to enhance the desktop experience. Salesforce has done a good job of it, as have several others. If your mobile can access your CRM, you can look up a contact, review notes, or line up a few calls for when you are on the road or after hours. Mobile CRM as a value add to your CRM is an absolute must-have.
What about applications like social networking? LinkedIN is a good example. LinkedIN for iPhone is great, I’m looking forward to when LinkedIN or Facebook adds a practical proximity alert to your social network. That would be something that the desktop or even laptop would not be practical for. This leads me into the areas that mobile will dominate and why.
For those existing business applications that have evolved on the desktop, mobile will add additional value. However, for the new frontiers, areas that were birthed in mobile, those will be the areas where mobile can stand alone. It is the same concept which allowed desktop applications to evolve. You develop to the potential of the environment. CPU, memory, screen size, input devices, always on (yes/no), network connectivity, battery life. All of these are the factors that effect Darwinism on both the desktop and mobile device.
Today, most of the successful mobile applications are consumer-based. As of this writing, none of the top 25 apps in the iPhone AppStore were business apps. Blackberry pundits: only 2 of the top 25 for Blackberry were business apps.
So where does this leave us?
- For business applications that evolved on larger form factor systems such as CRM and Spreadsheets, mobile will be a value-add, but not a replacement. If someone is promising CRM on your mobile to replace your desktop, run like hell or carry a 12 year old with tiny fingers to type for you everywhere you go.
- New and currently undiscovered business applications that are born and evolve on the mobile will rule the mobile.
2010 is going to be a fantastic year for mobile! I am excited and personally committed to developing on mobile.
Caveats: (1) When mobile becomes a conduit to work with outside peripherals such as an wall screens and video goggles, then mobile could replace the desktop, however, what is really being accomplished here is emulating the functions of a full form factor desktop & monitor. (2) Seamless voice recognition can get around the problems with small form factor keyboards. I have not seen voice recognition that is worth it’s salt. I tell my car “Radio Off” and it says “Please say the name of the street you want to navigate to”.