Following on from my previous post about how to healthcheck a CRM system, I wanted to share with you why I think people either love or hate their CRM systems. In most cases its not because one system is better than the other, though there are some systems that don’t fit the not for profit market, it is because users have either bought into the system and can see the benefits or they can’t.
I tell this story a lot but it is one of my most vivid memories of when I started working in the sector. I remember a member of staff, who in the run up to the London Marathon was struggling under the burden of paper that was printed out and then manually entered into the CRM system. It was taking about 3 out of the 5 days in the week to process this data. Now, this wasn’t because the CRM system was rubbish or even that the person didn’t know better, but more because the person who was spending their day wrapped up in paper wasn’t aware of the different things that their CRM system could do.
It was a lack of training. Continue reading Why CRM systems fail!!