This weekend I spent several hours reading a thesis on the implementation of CRM Customer Relations Management. The graduate student had done thorough research both by digging through the multitude off available journals on the internet and conducting surveys within the branch office that gave him his thesis subject. The regional office did not walk in pace with the crm plans from headquarters. What caused the delay in implementation and how could this be turned around?
As a regional office choices had allready been made and headquarters had decided that Siebel was the software that would facilitated the crm strategy.
While reading the thesis it became more and more clear how brilliant the Siebel organization does it’s own CRM. They have created a self fulfilling prophecy by setting up a network of hundred so called partners who spread the message. They actually established a complete Siebelisation but how does that work?
The moment a company decides to implement Siebel as crm instrument Siebel becomes THE equivalent of CRM within the company. It starts by handing the Siebel software to the IT department. Next everybody that is involved, one way or another, with customer contact has to get access to the software and has to start entering information into Siebel. It is like this new employee called ‘Siebel’ enters the firm. From the top it is promoted that this new colleague is THE solution for future business, more revenue, higher service levels. All the things the existing employees were not able to establish so far will become true with this ‘Siebel’. but Siebel is not a new employee even though it’s name is spread and introduced like one. Siebel is a direct colleague from this other guy that runs the company sometimes but does not appear in the face book and phonelist, ‘Murphy’.
the exiting thing is that the management expects that all the hardworking employees start sharing their valuable customer knowledge with this new guy ‘Siebel’ but they do not know exact what Siebel will and can do with the information nor do they know what the management and Siebel have made for exact plans. Will Siebel braindrain us and will we loose our jobs?
Whenever I come in a situation where I have to implement a crm system and it turns out that Siebel is THE ultimate toolbox to fulfill the plans I will definitely NOT Siebelize the company. I will come with another approach that makes clear from the start that Siebel is not the solution for success neither the excuse for failure. Siebel is just an instrument to make people perform better towards customers and facilitate customer intimacy like we all know so well when we meet it every now and then when we are customers ourselves.
Whenever you drown in information, start mapping. I’ve been using mindmapping for years. Not only does it help you to free your brains of abundant information, it helps you to get a clear picture of chaotic information. Visualising information helps you to empty your mind, prioritize and above all it lets your brains grow.
The godfather of mindmapping, as far as I’ve found is Tony Buzan. Check what evri maps out on Tony Buzan
In the Netherlands Santa Claus come after Sinterklaas. Sinterklaas is the children friend that arrives half november by steamboat from Spain. The Sint, as he is called, is acompanied by ‘zwarte pieten’. They are his tainted aids that climb the rooftops to put presents for the children through the chimneys. Sinterklaas keeps a track record to knwo wheateher you have been good or bad.
As Sinterklaas keeps up with modern society, he started a website in which he ask everybody to participate by telling the Sint if he or she has been good. Sint celebrates his birthday on the fived of december by giving presents to those who have been good. This year Sinterklaas has a lot of presents for those who get the most proof that they have been good.
Checkout: www.5december.nl yourself, join the contest and maybe you will be the one with the prices.
My personal credo for the last twelve years has been:” L’Histoire se repete”.Today when you take a look at what is happening in the world it feels like yesterday that the dot.com bubble burst. I was working in the internet industry when this happened. But what did happen those days?During the early days of the internet the trees grew streight into the sky. People were writing business plans. No ‘common sense’ business plans but ‘wishfull thinking’ business plans. When all this wishfull thinking turned out not to be profitable people relying on only superficial information panicked. People did not do proper research. They never fully tried to understand the potential of the internet technology and thus were open to be dragged into adventures based on greed. Virtual had to be realistic again to get the world moving again. These days history repeats itself. The financial markets are clashing. This time we have a dot.cash bubble that bursts. Financial constructions, based on greed and watered with wishfull thinking have created huge trees with hardly any solid roots in the ground. The moment the world starts shaking these financial trees they crumble and colapse. Now what is the lesson for us, human beings, to learn from what’s happening? That we are not ready to fully understand and live with virtual reality. It seems that even top executives has lost their way in what was real and what was wishfull thinking. Or is it that greed in the end will not pay-off?For me I do think that the internet and the virtualisation of society brings us huge advantages. But most of our educational systems are still based on the old industrial principles. they learn us to value what we can grab but they never try to explain how systems are interrelated.Maybe, quantum physics comes closest to explaining what is happening. Nothing we see is solid. The financial markets are no solid constructions! Einsteins relativity theory offers a great point of perspective to watch what is called in the media teh financial crisis.What looked solid to millions of people only proofs to be a web of information spun around, almost nothing.Today we have to learn how to cope with the new reality: Nothing is what it seems and the Dot.Cash bubble burst proofs it.