Average Rating: 
Why CRM Doesn't Work for Small Business Anymore
by Clate Mask
Customer Relationship Management software has been around for a long time. It was born in the Fortune 500 world 15 or 20 years ago and has gradually come down stream to smaller businesses. But the average small business with 5 or 10 employees has been slow to adopt (let alone succeed) with CRM software.
Why?
Well, CRM software is fine for bigger businesses with big budgets, big staffs and big chunks of time on their hands to make it work for their business. But small businesses need something different than CRM software. They need automation of their marketing and sales processes. They need the software to do the work of many bodies. They need software that makes it possible to automatically build relationships with prospects, customers and partners. They need software that helps them market more effectively, sell more efficiently and serve customers more proactively. They need software that helps them GROW their businesses quickly and profitably.
The sad fact is, most flavors of today's CRM software are static data warehouses that don't DO much for the small business. These solutions require an individual to log into the software, search for and retrieve information. Heck, we can do that with file cabinets. Today's small business doesn't just need the information digitized, they need automation... and I'm not talking about just automatic report creation. I'm talking about software that will automatically take action on that digitized information. CRM software acts as a data repository so that the business owner or the employees can go fish in the repository and get the information they need to effectively serve their customers. In short, it centralizes and organizes customer information. That’s a very good start, but it’s not enough. My contention is that automation, specifically marketing automation, is what’s needed by small business owners today. They need more of themselves to go around. A data repository is nice, but a robot that executes a marketing plan based on information in the data repository… well, that’s killer.
In talking to tens of thousands of business owners, I've found that most entrepreneurs and business owners want to grow their companies without having to hire a bunch of people--they want fast, efficient growth. They're constantly feeling over-worked and overwhelmed because there isn't enough of themselves to go around. And they're right--there isn't enough of them to get everything done. So guess what suffers? The marketing.
Unfortunately, (in the truest sense of that word) most entrepreneurs and business owners neglect their marketing. They attend to it when business is slow because they have to ("Guess I better run some flyers, do a Val Pak drop or drum up some leads"), but then they let the marketing slide while they fulfill on the work that comes in the door. This doesn't cut it if you want to really grow a business. You're marketing has to be "always on." Otherwise, your business putts along in fits and starts, never picking up any real steam.
So, if you're a small business owner who wants to grow your business, you know you need to have your marketing always on. Problem is, there's not enough of YOU to go around. So, where does the business owner turn to flip the switch on the marketing engine and keep it running day and night, rain or shine? To CRM software? No! You don't need a digitized storehouse of information. You need something that will proactively drive your growth, on autopilot, so you can be free to attend to other areas of your business, or attend your child's soccer game, or play golf or take a vacation, heaven forbid.
Let’s use a large company known for its sophisticated CRM capability - Amazon.com - as an example. Ask yourself why Amazon is so great. It’s because it not only captures all of my customer information over time, but it’s smart enough to tell me what else I want. It is a sales rep on autopilot, smart enough to act on my customer information (and others’ customer info) that’s stored in their massive data repository.
Yes, small business owners need automated growth. It's my contention that CRM software was never architected to do that. And that is why entrepreneurs and business owners looking for fast, efficient growth should look to Marketing Automation software rather than CRM software.
The bottom line is that:
• CRM strategy is absolutely needed among small businesses
• CRM software on the market does not automate nearly enough stuff for small businesses
• Marketing automation is the most critical type of automation for small businesses that want to grow fast.
Jonathon Kraft commented on 07-Jul-2009 09:05 AM
I thought Clate was spot on. As a business owner I struggle with CRM in my company. There are so many options out there, including ACT, that do some things well but I can't seem to find a CRM that is integrated with our website, automated marketing, ecommerce, etc. I'll take a look at his product, Infusionsoft to see what makes his different -- and hopefully better.
Michael Sullivan commented on 07-Jul-2009 12:25 PM
Ok I agree with the proboem> Whats the solution? Did I miss something? what the point of telling me what i already know without provideing a solutions???? Like I said did I miss something? If this is too abrasive - well I just need to get to the bottom line and spend very litle time doing it.
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
(reply from ACTOrbit: Karl Dumas)
Mike,
Thanks for your comment. Clate Mask runs a terrific company that addresses this problem with their products/services. I had heard about their company about 2 years ago so I decided to fly to Phoenix and meet them. What they've created at Infusionsoft is quite impressive. I would recommend our subscribers spending time on their website. At ACTOrbit we have implemented some of their products/services to run our business and we've seen our business grow significantly. Again, very impressive company.
To learn more and to get a free trial: https://crm.infusionsoft.com/go/freetrial/KDumas?ls=ICC-KDumas
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
(reply from ACTOrbit: Karl Dumas)
Mike,
Thanks for your comment. Clate Mask runs a terrific company that addresses this problem with their products/services. I had heard about their company about 2 years ago so I decided to fly to Phoenix and meet them. What they've created at Infusionsoft is quite impressive. I would recommend our subscribers spending time on their website. At ACTOrbit we have implemented some of their products/services to run our business and we've seen our business grow significantly. Again, very impressive company.
To learn more and to get a free trial: https://crm.infusionsoft.com/go/freetrial/KDumas?ls=ICC-KDumas
Chris Nielsen commented on 09-Jul-2009 08:49 PM
Good programs, ACT, Goldmine and others are no better than the marketing plan. Most businesses really don't have a plan for sales or client retention. Simple flow charts showing "what's next" will help most processes. Tools are dependant on the people using them.
Anonymous commented on 16-Jul-2009 11:28 AM
I agree on the problem. The solution is not going come from the CRM software the company uses. The solution has to come from the leader of the company...the visionary. The person who SHOULD KNOW the intended markets.
We use GoldMIne, and have 15 years of history. 3000 contacts. We are 2.8 mil/yr sales, and 12 TOTAL employees. We sell/service an EXTREMELY vertically market niche'd product, with VERY large margins.
BUT...we would be NOWHERE unless our "visionary" (me) understood WHERE we need to put our marketing assets. We need to not only know our markets TODAY, but 2-5 years from now!
If you don't have a well thought out marketing plan, ANY CRM software is not going to save you. If it is not written down and published, the visionary leader of the company better have one in their head and think about it EVERY DAY.
We use GoldMIne, and have 15 years of history. 3000 contacts. We are 2.8 mil/yr sales, and 12 TOTAL employees. We sell/service an EXTREMELY vertically market niche'd product, with VERY large margins.
BUT...we would be NOWHERE unless our "visionary" (me) understood WHERE we need to put our marketing assets. We need to not only know our markets TODAY, but 2-5 years from now!
If you don't have a well thought out marketing plan, ANY CRM software is not going to save you. If it is not written down and published, the visionary leader of the company better have one in their head and think about it EVERY DAY.
