Do you ever get bogged down by your software? Is the management
of the software itself becoming more taxing than actually using it for its
purchased intention?
At the CRM Evolution Conference in New York City, I got a
chance to chat with Alex Eldridge, Director of Project Management for
SofterWare
who has been taxed with the project
of finding a new CRM solution for the company. They are currently using the
desktop-based CRM/contact management solution, Goldmine.
I chatted with Eldridge about his process of what he is
looking for in a CRM solution. He boiled it all down to these four criteria:
Reduced complexity:
Systems are currently too difficult to manage. There is a major technical debt
of upgrading systems.
Less burdersome change
management: Changes in browsers and operating systems have become a source
of failure.
Less specialized
knowledge: Instead of locking the understanding of a system into a few
people’s heads, Eldridge is looking for simpler systems for which development
can be extended to the end users. He wants them to be empowered to do more on
their own.-
Improved quality of data:
Does not want data in different formats where they are out of alignment. Looking to
create greater synchronicity on data.
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