Comments on: It’s the little things… http://sfdc-heretic.warped-minds.com/2006/05/19/its-the-little-things/ The Salesforce Heretic - Pushing the limits of On-Demand CRM Thu, 04 Dec 2008 19:05:02 +0000 http://wordpress.org/?v=2.0.4 by: heretic http://sfdc-heretic.warped-minds.com/2006/05/19/its-the-little-things/#comment-267 Thu, 25 May 2006 12:30:44 +0000 http://sfdc-heretic.warped-minds.com/2006/05/19/its-the-little-things/#comment-267 Apostle, I have to disagree, in part. I do believe it's a lack of communication, in Fifedog's case at least. Either a) the rep didn't read the activity/notes on the contact record SFDC has for him, or b) the person who set him up to speak didn't note it in the record in a way that would make it obvious. (For example logging a task with a subject of "Email: Hey..." that has notes on a multimillion dollar sale is miscommunication internally.) Lastly, the goal of a good CRM implementation (including buyin from the users) is such that anyone can view a record, or set of records, about an individual/company/etc and get all the relivant details on that entity with a minimum of effort. The failure of CRM happens when that data is mis-entered (my email example above) or not entered at all. Apostle,
I have to disagree, in part. I do believe it’s a lack of communication, in Fifedog’s case at least. Either a) the rep didn’t read the activity/notes on the contact record SFDC has for him, or b) the person who set him up to speak didn’t note it in the record in a way that would make it obvious.
(For example logging a task with a subject of “Email: Hey…” that has notes on a multimillion dollar sale is miscommunication internally.)
Lastly, the goal of a good CRM implementation (including buyin from the users) is such that anyone can view a record, or set of records, about an individual/company/etc and get all the relivant details on that entity with a minimum of effort. The failure of CRM happens when that data is mis-entered (my email example above) or not entered at all.

]]> by: Apostle http://sfdc-heretic.warped-minds.com/2006/05/19/its-the-little-things/#comment-266 Thu, 25 May 2006 06:32:39 +0000 http://sfdc-heretic.warped-minds.com/2006/05/19/its-the-little-things/#comment-266 I don't think it's a lack of communication, rather the department that deals with the confrence signup's does not tell their sales reps if any of their people are coming till like the last minute. I don’t think it’s a lack of communication, rather the department that deals with the confrence signup’s does not tell their sales reps if any of their people are coming till like the last minute.

]]> by: Fifedog http://sfdc-heretic.warped-minds.com/2006/05/19/its-the-little-things/#comment-262 Wed, 24 May 2006 06:20:06 +0000 http://sfdc-heretic.warped-minds.com/2006/05/19/its-the-little-things/#comment-262 Indeed... and hows this for a little thing. My rep IM'd me today and said, "hey I see you're registered to for the AppExchange Dev conference, see you there" I replied... Yeah.. I'm speaking. Her reply: oh... I feel dumb. It appears SFDC doesn't really have a good handle on letting their reps know what their customers are envolved with, only that they're going. Indeed… and hows this for a little thing. My rep IM’d me today and said, “hey I see you’re registered to for the AppExchange Dev conference, see you there” I replied… Yeah.. I’m speaking. Her reply: oh… I feel dumb.

It appears SFDC doesn’t really have a good handle on letting their reps know what their customers are envolved with, only that they’re going.

]]> by: Apostle http://sfdc-heretic.warped-minds.com/2006/05/19/its-the-little-things/#comment-249 Sun, 21 May 2006 09:20:38 +0000 http://sfdc-heretic.warped-minds.com/2006/05/19/its-the-little-things/#comment-249 Everyone in my company got that, email but we're all being moved to NA4. Everyone in my company got that, email but we’re all being moved to NA4.

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