I know a group of sales trainers/consultants that have a system for key account management. They’ve ‘automated’ this by creating a spreadsheet to track every opportunity and account in their suggested way.
They sought to create something a bit more professional than a mere spreadsheet, looking at software development. Then they canned the idea. It was too difficult to work out how to cater for every customer having a slightly different take on what they wanted. In effect, it meant each client would want significant ‘bespoking’, and that adds zeros to the bill.
There’s a lot of column inches devoted to incorporating sales methodologies into crm systems. Yet won’t they fall into the same trap? And we’re talking about requirements beyond user-defined field fixes and presentation/report-writer options.
Countless (not always small) firms I come across never progress farther than spreadsheets. Compliance may be low, standards get meddled with, and collation never happen, yet how are these issues helped by ‘crm’?