So Microsoft in that sense has solved the issue of “What’s in it for me?” Having looked at the fact that Outlook certainly addresses some of the “human” factors associated with a CRM implementation, we still need to look at how well Outlook meets the challenge in terms of functionality.NET utilises the identical SQL database to the SOHO and Enterprise Editions of MX-Contact. NET has a similar interface to both Outlook and Outlook Web Access, and so to all intents and purposes looks to the user as if he or she is actually running OWA.
The findings of a poll of 100 SME organisations with CRM implementations revealed that while 60% of sales directors insist that CRM is fundamental to their sales processes, a quarter have lost customers directly through their ineffective use of CRM technology.
Essentially sales teams are not using their CRM systems correctly with 44% of sales directors admitting that fewer than 80% of their staff use the technology effectively.
CRM has received a lot of negative publicity over the years because of the failure rate of CRM implementation projects.
A recent Butler Group report found that 70 percent of CRM implementations fail.
A Gartner study found that approximately 55 percent of all CRM projects failed to meet software customers' expectations.
In a Bain & Company survey of 451 senior executives, CRM ranked in the bottom three categories among 25 popular tools evaluated for customer satisfaction.
go to top of page The Fear of/Resistance to Change Syndrome: The less the users have to change the way they work, the more likely they will adopt any new system that is based around what they are already used to.
So if your users are already sending mail, managing their own contacts in their own Personal Contacts folder, and scheduling appointments with the Outlook Calendar, they don’t want to change this.
This article looks at how you can use Microsoft Outlook as your Contact Management and CRM system without the installation of any additional client software or Outlook Add-Ins, and still interface Outlook with your back-end CRM or ERP system. It represents a new, yet incredibly simple approach to CRM that is guaranteed to work where other systems might fail (or may already have failed).
Equally important, for those organizations wanting to adopt a CRM system, it is a very good system to implement first, even if one later “graduates” to a more comprehensive CRM application at a later stage.
Users already appreciate the benefits of Outlook as a “Personal Information Manager”, especially as Microsoft touts Outlook as being one.