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Other Added - CRM Star Wars: When Marketing is from Venus and IT is from Mars
Why You Should Have a Business Vision who require ongoing support as well as assistance with new projects. You just checked your voice mail and there are several messages from the marketing vice president. You know what it's about. Quite frankly, in the rush to move the CRM implementation forward, you feel that you've over-committed people to the CRM team. You're not opposed to the "team" approach, but the reality of running day-to-day operations is making it a struggle to send two of your staff to weekly meetings, plus attend yourself. You did not realize when you authorized dRemember when you first started your new business? You were excited and raring to go! You printed business cards, you created a business name and decided how much money you wanted to make.Then there was the honeymoon period. You were excited to get out of bed in the morning,get to your computer, make those appointments and follow up with new clients.Then you found yourself tired, cranky and discouraged with the way things were going:fewer and fewer appointments, less energy and even less enjoyment with what your business is.What happened?What happened is that you did not have a vision for your business. What is a business vision and why do you need one, you ask? A business vision is how your business not only impacts you, but also the wor Start Your Own Business Inherent tensions exist between marketing and IT. This is often compounded by lots of cross-talk, with each function on different channels. When tension becomes unresolved conflict, CRM strategy is impossible to execute. To avoid clashes, it helps to understand that CRM is not just about the exchange of information, it's about the exchange of relationships. And every effective relationship includes a fair amount of conflict. The key is in how you handle it.Product Research Basic Principles IntroductionOf all the questions we receive here at Doba, the question of what to sell is far and away the most frequently asked. Many of our customers ask us to tell them exactly which products to sell. Though we may give an example here or there, we generally shy away from telling people exactly what products we think will sell well.Why? Because what sells well is whatever is in high demand and low supply, and in retail, the supply and demand changes as often as the tides.Instead of telling you which products to sell, we would rather empower you to discover products on your own—products that you can most effectively market. To achieve that goal, this tutorial presents four articles that r Conflict as a Catalyst Conflict is a fact of work life. It can be especially pronounced when the two parties involved see the world from different lenses, as is often the case with marketing and IT. Conflict can be the catalyst for creativity resulting in innovative, productive teams. It can also be the catalyst for emotionality, polarizing people and generating counter-productive behavior. Let's look at the following scenario to see how conflicts can be managed. Situation: Executive management wants to encourage the use of teams to streamline decision-making and communications during CRM implementation. Marketing: You are the marketing vice-president, co-chairing the CRM cross-functional implementation team. You know little to nothing about technology implementation but you really believe in the CRM philosophy and the power of the technology to make things happenfor the sales force. This week two key people from the IT staff, who were supposed to be on the CRM team, did not show up for the weekly meeting. You need these people to participate at the implementation meetings. You meant to confront the IT director about this right after the meeting, but she got called away. You have called her several times this morning already. Here is some self-talk that the VP of marketing might be having with himself about this situation: I'm ticked off. I have resource allocation issues myself but this project is critical. This no-show behavior can't happen. It's obvious that IT hasn’t made this a high enough priority. IT: You are the IT director, co-chairing the CRM cross-functional implementation team with the VP of marketing. You have many internal clients who require ongoing support as well as assistance with new projects. You just checked your voice mail and there are several messages from the marketing vice president. You know what it's about. Quite frankly, in the rush to move the CRM implementation forward, you feel that you've over-committed people to the CRM team. You're not opposed to the "team" approach, but the reality of running day-to-day operations is making it a struggle to send two of your staff to weekly meetings, plus attend yourself. You did not realize when you authorized d What if Being and Entrepreneur Were Easy? lly pronounced when the two parties involved see the world from different lenses, as is often the case with marketing and IT. Conflict can be the catalyst for creativity resulting in innovative, productive teams. It can also be the catalyst for emotionality, polarizing people and generating counter-productive behavior. Let's look at the following scenario to see how conflicts can be managed.What if government did not put so many onerous regulations in front of potential market winners? What if business really was fair and the government did not allow itself to be manipulated by competitors to attack new entrepreneurs? What if every company had to compete and deliver the best they could to the market place? What if the regulators were honest people and actually smart enough to follow their stated mission in their agencies? What if government was not so damn corrupt and what if markets were really free? What would happen then? Who would benefit and should we even bother to try to untangle this mess and make it so or are we all better off with this liberty butchering status quo?What if we as a society encouraged entrepreneurs and insisted that our government make rules Situation: Executive management wants to encourage the use of teams to streamline decision-making and communications during CRM implementation. Marketing: You are the marketing vice-president, co-chairing the CRM cross-functional implementation team. You know little to nothing about technology implementation but you really believe in the CRM philosophy and the power of the technology to make things happenfor the sales force. This week two key people from the IT staff, who were supposed to be on the CRM team, did not show up for the weekly meeting. You need these people to participate at the implementation meetings. You meant to confront the IT director about this right after the meeting, but she got called away. You have called her several times this morning already. Here is some self-talk that the VP of marketing might be having with himself about this situation: I'm ticked off. I have resource allocation issues myself but this project is critical. This no-show behavior can't happen. It's obvious that IT hasn’t made this a high enough priority. IT: You are the IT director, co-chairing the CRM cross-functional implementation team with the VP of marketing. You have many internal clients who require ongoing support as well as assistance with new projects. You just checked your voice mail and there are several messages from the marketing vice president. You know what it's about. Quite frankly, in the rush to move the CRM implementation forward, you feel that you've over-committed people to the CRM team. You're not opposed to the "team" approach, but the reality of running day-to-day operations is making it a struggle to send two of your staff to weekly meetings, plus attend yourself. You did not realize when you authorized d No Longer a Mother in Denial on.I'm ready to come clean. I've been feeling guilty for quite a while, but I'm ready to tell the world. I work from home. And I am a mom. But I am not a work-from-home-mom. My son goes to daycare while I work. There. I said it.In this world of accessibility, a trend has developed of mothers working from home so that they can spend time with their children. It may work for some, but not for me. My son is two, which means that he is the center of his world, and doesn't let me get anything done if he is at home with me. It's hard to run a marketing firm when Elmo and Dora are my biggest (non-paying) clients. Marketing: You are the marketing vice-president, co-chairing the CRM cross-functional implementation team. You know little to nothing about technology implementation but you really believe in the CRM philosophy and the power of the technology to make things happenfor the sales force. This week two key people from the IT staff, who were supposed to be on the CRM team, did not show up for the weekly meeting. You need these people to participate at the implementation meetings. You meant to confront the IT director about this right after the meeting, but she got called away. You have called her several times this morning already. Here is some self-talk that the VP of marketing might be having with himself about this situation: I'm ticked off. I have resource allocation issues myself but this project is critical. This no-show behavior can't happen. It's obvious that IT hasn’t made this a high enough priority. IT: You are the IT director, co-chairing the CRM cross-functional implementation team with the VP of marketing. You have many internal clients who require ongoing support as well as assistance with new projects. You just checked your voice mail and there are several messages from the marketing vice president. You know what it's about. Quite frankly, in the rush to move the CRM implementation forward, you feel that you've over-committed people to the CRM team. You're not opposed to the "team" approach, but the reality of running day-to-day operations is making it a struggle to send two of your staff to weekly meetings, plus attend yourself. You did not realize when you authorized d The Counter Offer: The Perils Of Accepting One ht after the meeting, but she got called away. You have called her several times this morning already.Accepting a counter offer is one of the biggest mistakes that you can make during your career.To be clear, a counter offer is when you try to resign from your current employer after accepting another job elsewhere and your current employer tries to keep you by offering you (typically) more money, a better job, more benefits, more vacation, etc.In other words, they try to bribe you to stay.The question you need to ask yourself is if you were worth more money, deserved a better job, deserved more benefits or deserved more vacation, why did you need to resign before you employer realized you deserved it?Hmmmm...To accept a counter offer says several things:It says that you weren’t really looking for a job. You were simply looking for a raise Here is some self-talk that the VP of marketing might be having with himself about this situation: I'm ticked off. I have resource allocation issues myself but this project is critical. This no-show behavior can't happen. It's obvious that IT hasn’t made this a high enough priority. IT: You are the IT director, co-chairing the CRM cross-functional implementation team with the VP of marketing. You have many internal clients who require ongoing support as well as assistance with new projects. You just checked your voice mail and there are several messages from the marketing vice president. You know what it's about. Quite frankly, in the rush to move the CRM implementation forward, you feel that you've over-committed people to the CRM team. You're not opposed to the "team" approach, but the reality of running day-to-day operations is making it a struggle to send two of your staff to weekly meetings, plus attend yourself. You did not realize when you authorized d The Secret War in the Office - Part Two who require ongoing support as well as assistance with new projects. You just checked your voice mail and there are several messages from the marketing vice president. You know what it's about. Quite frankly, in the rush to move the CRM implementation forward, you feel that you've over-committed people to the CRM team. You're not opposed to the "team" approach, but the reality of running day-to-day operations is making it a struggle to send two of your staff to weekly meetings, plus attend yourself. You did not realize when you authorized days off for that week that it would mean no-shows in this morning’s meeting.If you want to find out what’s going on in your company just listen carefully what kind of nicknames are used by your employees for the managers. It will tell you a lot about the state of your company and whether your out look is promising.Often the interesting jobs are personally done by the boss while the more boring tasks are delegated. Once the job is done and the result is great the merit of course goes directly to the boss, if not others will be hold responsible.Employees telling their bosses their opinion are often labeled as “troublemakers”. Those getting sick are often label as “lazy” or having personal problems. Never ever it is the environment at work or the disastrous leadership skills of the managers (If you ask the employees exactly those issues are mentioned Here is some self-talk that the IT director might be having with herself about this situation: We have so many demands. I can't allocate two people to this team—only one—and that person may have to rotate with others on the team. He (VP of marketing) is just going to have to be more flexible. Not a Personality Conflict The next interaction between these two people is critical. It will determine whether Mars and Venus crash and burn, or if they align in the right orbits. Let's take a look at what the research tells us about conflict and the usual areas of disagreement at work. It often surprises people that personality conflicts are rarely the culprit. Most conflicts at work are a function of lack of clarity around one or more of the following variables: Roles: I know what your job is, you know what my job is, and we both understand our own roles. When you have role clarity, each party shares mutual expectations for performance. Goals: We both buy in to the organization goal to be achieved and there are no hidden agendas. When you have goal clarity, each party understands and agrees upon what is to be accomplished. Procedures: I want to do it this way; you want to do it that way. Procedures can be changed and are simply the means to the end goal. Can you brainstorm an alternative procedure to execute the goal? Personality: A true dislike exists between the parties based on personal characteristics, behaviors, mannerisms, etc. Perhaps history has colored the relationship and interactions are now seen through the lens of the past, not the present or future. As consultants to CRM teams, we urge people not to fall into the trap of immediately assuming that the tension they feel or experience is a function of personality clashes. It is almost always a function of roles, goals, and procedures—and miscommunication about those three variables. In this scenario, the two parties are probably pretty clear about the organizational goals established for the CRM team. What is not clear is: What are the best procedures for making t
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