Mike Lewis has spent his career automating processes to help customers remove bottlenecks and operate more efficiently.
An engineer by study, Lewis has decades of experience in process automation and worked for a Fortune 100 company for 24 years. He discovered that even multi-billion-dollar companies needed help with inefficiencies, managing complex businesses with endless spreadsheets and luck.
This realization inspired his passion for deploying information and analytics to improve sales management, effectiveness and sales operation. Today, he works with businesses to leverage CRM technology and move the needle for the top and bottom line.
Helping people solve problems is in his nature, and he takes personal satisfaction when he can make a difference in his clients’ lives and businesses.
Why does he think most CRM implementations fail?
Research suggests 80% of all CRM projects fail, and Lewis believes that failure rate can be attributed to three core elements. One is that companies try to implement CRM on their own. Two is that companies try to fix a process problem with technology. Three is that companies take on too much at once.
What is the solution to these common pitfalls? Lewis says that to overcome these challenges, businesses must start with an audit of their processes to identify what is working and what is not. Focus on the people and processes, he says. From there, you can determine what solution will address those pain points and plan a phased approach that will grow with the business over time.
Additionally, companies that try to “DIY” a CRM often assign the role to someone who already has a full plate. That person doesn’t have the capacity to devote the attention and focus that CRM deserves, even if their heart is in the right place.
How can companies plan for CRM success in their operations?
The first step is admitting where there are problems.
When SalesProcess360 performs a CRM audit, people throughout the organization (leaders, executives, sales professionals, and customer service) have a chance to discuss the problems they see in the business. Nine times out of 10, the weak points are in the processes, not the people. Often, company staff and stakeholders are all working hard and doing their best, but they don’t realize how much a poor process, or lack of processes, are negatively impacting one another.
From this audit, management has the opportunity to clearly see what processes are working and what’s not. Furthermore, when the entire team impacted by a CRM solution can voice their concerns and understand the “why” behind the CRM investment, it drives buy-in and adoption.
Why should companies work with an architect when considering CRM?
Engineer-minded Lewis says working with a subject matter expert is the most effective way to implement CRM successfully. He compares a CRM project to building a house. Lewis says that to build a home that meets your family’s wants and needs, you work with an architect. That architect will speak with you in-depth to understand your vision, offer their expertise and create a safe, secure structure that provides years of enjoyment. On the other hand, if you choose a builder that simply does what you tell them to, you may not be as satisfied with the end result.
A CRM architect isn’t tied to one technology solution or platform and can make tailored recommendations based on your specific business needs.
What makes working with Lewis and SalesProcess360 different than others in the field?
He says our DNA is in the industrial B2B Sales marketplace.
Software companies and integrators usually work in many different industries and don’t have the intimate understanding of what businesses in the Industrial B2B sales market need.
At SalesProcess360, we not only have vast experience in the distribution industry but also robust sales backgrounds. We understand the dynamics and complexities you face and develop CRM strategies that suit your business needs.
We delight in helping people solve important problems. To sort through the complexities of technology, people and process and distill it into a manageable CRM project that delivers results? Solving these problems is our mission — our identity.
To connect with Mike Lewis, email him at [email protected].