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Description: Theory of Constraints - The Home of Theory of Constraints in Netherlands. In order to make money you have to know where your constraints are. Webpage from Harley Systems South Africa, Viable Vision, Dr. Goldratt in SOuth Africa, CRM: The nightmare of a sales executive CRM implementations have duly followed the path of the early accounting packages, manufacturing (MRP I, MRP II, scheduling), Supply Chain, Human resources (the total is called ERP) and now finally the business is starting to “tame” sales. Where sales used to be the domain of fast cars, expense accounts and heroes bringing in orders to save the company, we now starting to whip sales into shape. Sure, we have some resistance, but did we not have the same thing at HR and the other components of the ERP systems we have implemented? The solution seems simple: we throw in some change management, and treat sales as completely illiterate as they do not seem to know how to fill in those fields as we expect them to be. We have even heard about bonuses been paid to fill in the system, so the next step will be to provide data capturers to each sales representative?? How come so many of these CRM implementations fail to provide us with the results we are expecting. The logic is rock solid: If we have all the information, to take better sales decisions, turnover must go up? We can get all the information with the push of a button, if we can believe the ‘intangible’ benefit promised to us, by the CRM suppliers such as: - Reductions in operating costs (per transaction) - A higher percentage of cross-selling due to offering a single point of contact - More success in attracting new customers and closing deals faster, through quicker and more efficient responses to customer leads and customer information - Simplification of marketing and sales processes by understanding customer needs - Better customer service - through improved responsiveness and understanding that builds customer loyalty and decreases customer

Keywords: Make Money, Business, Goldratt, TOC, The Goal, Constraints, Showflow, Simulation, Richard Smal, Lorna Smal, Durban, South Africa, Business Simulation, TOC, Hillcrest, Botha's Hill, Theory Of Constraints, Theory of Constraints, theory of constraints, External Constraints, Internal Constraints, Richard Smal, Harley Systems SA, Harley Systems South Africa, Make Money, Viable Vision, Dr. Goldratt in SOuth Africa opportunity tracker, CRM, ValueCRM, Netherlands, opportunity tracker, Richard Smal, Oirschot, CRM: The nightmare of a sales executive CRM implementations have duly followed the path of the early accounting packages, manufacturing (MRP I, MRP II, scheduling), Supply Chain, Human resources (the total is called ERP) and now finally the business is starting to “tame” sales. Where sales used to be the domain of fast cars, expense accounts and heroes bringing in orders to save the company, we now starting to whip sales into shape. Sure, we have some resistance, but did we not have the same thing at HR and the other components of the ERP systems we have implemented? The solution seems simple: we throw in some change management, and treat sales as completely illiterate as they do not seem to know how to fill in those fields as we expect them to be. We have even heard about bonuses been paid to fill in the system, so the next step will be to provide data capturers to each sales representative?? How come so many of these CRM implementations fail to provide us with the results we are expecting. The logic is rock solid: If we have all the information, to take better sales decisions, turnover must go up? We can get all the information with the push of a button, if we can believe the ‘intangible’ benefit promised to us, by the CRM suppliers such as: - Reductions in operating costs (per transaction) - A higher percentage of cross-selling due to offering a single point of contact - More success in attracting new customers and closing deals faster, through quicker and more efficient responses to customer leads and customer information - Simplification of marketing and sales processes by understanding customer needs - Better customer service - through improved responsiveness and understanding that builds customer loyalty and decreases customer

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