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CRM: The Ultimate Salesperson's Assistant · Closing Sales in Nigeria - Sales For The Nigerian Business Person: The Sales and Marketing Blueprint

• 0:01
  Today, I'd like us to look at implementing CRM for sales,
• 0:05
  implementing CRM for your business, for your organization.
• 0:09
  Now before we head into that, we have to tackle a few questions
• 0:12
  as usual. First off, we have to define
• 0:15
  what is ACRM. That's for those of you who are
• 0:17
  just listening to the show for the very first time.
• 0:21
  And then we're going to answer the question, why do we need the
• 0:24
  CRM to improve our sales? So those of you who are stay
• 0:28
  lights, you've been listening for a long time, you know that
• 0:31
  the CRM is an acronym and that stands for customer relationship
• 0:35
  management tool. Some people say client
• 0:39
  relationship management. So whatever it is, you get the
• 0:42
  point acronym for customer or client relationship management.
• 0:47
  So it's a tool for tracking conversations with people,
• 0:50
  tracking relationship milestones, both before the
• 0:53
  close. Well, most people try and track
• 0:56
  relationships before the close, but then after they collect the
• 0:59
  money from the clients, they can't be bothered.
• 1:01
  But then you have folks like me saying that it's not just about
• 1:05
  tracking the relationship before you collect the money, because
• 1:08
  even after you collect the money, it pays to still track
• 1:11
  the relationship, try to nurture the relationship, build the
• 1:14
  relationship. Because we're trying to get
• 1:16
  repeat business and we're trying to get referrals.
• 1:19
  So the relationship is important both before you collect the
• 1:24
  money from the customer and after you connect.
• 1:28
  Sorry, you collect the money from the customer.
• 1:30
  So what do CRM tools look like today?
• 1:35
  Today there are lots of digital tools that can be used to track
• 1:40
  relationships. And the whole point when I say
• 1:43
  track relationships, this is what I mean.
• 1:46
  When you enter into business for yourself in the beginning,
• 1:49
  you'll find that you're only talking to one or two people in
• 1:51
  the early days because you're not going to be doing a lot of
• 1:54
  prospecting. Talking to strangers is going to
• 1:56
  be hard, and maybe you've only spoken to your friends or family
• 2:01
  members. You know one or two people at
• 2:02
  work, so you're not going to have those many clients to talk
• 2:04
  to. Now at that stage, trying to
• 2:07
  manage the relationship is going to be easy because you're only
• 2:10
  talking to one or two people. So it'll be easy for you to
• 2:13
  remember when you wake up today that you're supposed to call
• 2:18
  with Uche back to see how far the proposal, because in the
• 2:24
  last month, you only would have issued 2 proposals.
• 2:27
  So in that case, it's easy to manage.
• 2:29
  You wake up and you know that. OK, I sent one proposal to with
• 2:33
  Uche and I sent another proposal to Madam Catherine.
• 2:37
  So it's only two. That's not a problem.
• 2:40
  Managing those two relationships until the close, trying to
• 2:44
  figure out where are you in the relationship, what do people owe
• 2:48
  you, what do you owe them, what the next step you need to do to
• 2:51
  close the deal, all those sorts of things.
• 2:54
  Trying to figure all that out. It's not going to be a problem
• 2:56
  in the early days when you have one or two customers.
• 2:59
  Now. The problem is this, especially
• 3:01
  if you do a good job eventually. From 2 customers you get to
• 3:05
  three. From three, you get to 5.
• 3:08
  From 5, you get to 7. From 7, you get to 12.
• 3:12
  Now, by the time you start multiplying the number of
• 3:15
  customers you have, managing things from memory becomes
• 3:19
  really, really, really difficult.
• 3:21
  And that's something that I faced early on in my wedding
• 3:23
  photography days when I was in partnership with my brother.
• 3:27
  Now, I was lucky that my brother was the kind of person who would
• 3:30
  wake up and say, oh, today it's February.
• 3:33
  Didn't Chukudi and Chinaya get married in February?
• 3:36
  That's him talking to me. I'm like, OK, let me check.
• 3:40
  Then I'd go and check my file as I go and check the photographs,
• 3:43
  the place where I stored the photos and I would open it and
• 3:46
  lo and behold, I would say that OK, they got married on February
• 3:49
  2nd and I would now know that it's time to reach out to
• 3:52
  Chukwudi and Chingi Ray to say what's up, anniversary is coming
• 3:57
  soon, happy married life, we have the children, blah, blah,
• 3:59
  blah. So that is relationship
• 4:02
  building, that is relationship nurturing.
• 4:05
  So like I said, since my brother has a fairly good memory because
• 4:09
  he can remember that oh so, so, so so person got married around
• 4:13
  this month or around this week. Building relationships was OK
• 4:18
  while I was in partnership with my brother, but eventually he
• 4:23
  started looking after the family agricultural export business
• 4:28
  that we were running. And so I didn't have his memory
• 4:32
  to Piggy Bank off to, you know, to jump off of anymore.
• 4:37
  So that's why my relationship with these sorts of things,
• 4:41
  customer relationship management tools or using your phone as a
• 4:44
  customer relationship management tool.
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  That is how this my relationship with this aspect of business or
• 4:51
  these technologies or these philosophies or tools around
• 4:53
  business. That's how we started because I
• 4:55
  needed something that would remind me that this is the month
• 4:58
  of March. And in the month of March, we
• 5:01
  have three or four clients who got married last year.
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  So I'd have to send them, you know, happy marriage, happy new
• 5:09
  life, How's the family? How are the babies?
• 5:11
  You know, all those kinds of messages.
• 5:13
  And also so that I could keep on being in touch with them to try
• 5:17
  and see how I can get referrals. You know, that whole thing of,
• 5:20
  oh, how far, you know, Chin AM on your bridal train last year
• 5:23
  seemed like an OK babe who were chatting just getting married
• 5:27
  this year, maybe July. So, you know, how far now can I
• 5:30
  have her number and all those sorts of things?
• 5:32
  So by the time you start multiplying the number of
• 5:36
  customers that you talk to, trying to manage all these
• 5:38
  things by your head is just not possible.
• 5:41
  Two or three, that's fine. By the time you start entering
• 5:44
  78910, it's it's impossible, it's impractical, and you'll be
• 5:48
  losing lots of business. Because if you're trying to run
• 5:51
  this thing from memory, you would have forgotten that during
• 5:54
  the wedding of Chingere and Chukudi that their bridesmaid
• 5:59
  Chingere said she's going to get married in July of next year.
• 6:04
  So it's it's a lot of details to remember.
• 6:08
  So you won't remember to call Chingari and Chukudi in March to
• 6:12
  say congratulations and then see if you can install the
• 6:14
  information anywhere that their bridesmaid is getting married in
• 6:19
  July. You'll also forget to ask, you
• 6:21
  know, how far you know, can I get this babe's phone number and
• 6:23
  stuff like that. So this is the reason why we
• 6:25
  need CRM tools. And when I say tracking customer
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  conversations, relationship milestones before the close,
• 6:33
  after the close, these are the sorts of things that I'm talking
• 6:36
  about. And this is how we start losing
• 6:37
  business. We forget to call our people to
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  say what's up, how have you been?
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  All the equipment is still working well, how's the
• 6:43
  marriage, How's the children, all those sorts of interactions.
• 6:46
  And because of that, we don't earn the right to be able to
• 6:50
  call them to say, hey, we just got some new products in store,
• 6:54
  20% off, are you interested to come and have a look and blah,
• 6:56
  blah, blah, blah, blah. Because you can't have those
• 6:59
  kinds of conversations with people if you've not earned the
• 7:01
  right, if you've not been keeping in touch, if you've not
• 7:04
  built relationships, you just seem like spam because the only
• 7:07
  time that people hear from you will be when you're trying to
• 7:11
  collect money from them. So this is the whole gist behind
• 7:14
  CRM tools. And this is the reason why CRM
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  tools are absolutely necessary. Now, for those of you who've
• 7:20
  been saying just about CRM tools online, but you didn't quite get
• 7:23
  the importance because people don't do a good job of
• 7:26
  explaining what the CRM tool tool is or why it's necessary.
• 7:29
  This is precisely the reason why because no CRM tool or poor CRM
• 7:34
  tool means that you are losing lots of deals and losing lots of
• 7:41
  business opportunities. So now let's go back to what
• 7:44
  CRMS, the kind of CRM tools that we have available today.
• 7:47
  So there are lots of digital tools there.
• 7:51
  Everybody knows the fancy ones. So you've heard about the fancy
• 7:53
  ones like Salesforce? Salesforce, What's this other
• 7:58
  one again? These people that created
• 8:01
  inbound inbound, these people that organize inbound
• 8:05
  conference, what's their name again?
• 8:09
  I can't remember. Shabba.
• 8:11
  You get the gist. There are lots of foreign CRM
• 8:14
  tools. Then we have some local CRM
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  tools. There are free ones like Odo,
• 8:18
  that's ODOO. That's a free one.
• 8:22
  App just installs easily on your phone and you can use that then
• 8:27
  even for the foreign ones, there's some foreign ones that
• 8:30
  are denominated in naira that you pay for in naira, like Zoho,
• 8:34
  that's ZOHO, yeah. See that billboard in Central
• 8:39
  Business District? Now that's if you're based in
• 8:41
  Abuja, if you're driving next to the Ministry of Finance.
• 8:44
  Yeah, at the junction just before Ministry of Finance and I
• 8:47
  think of the junction by, is it Ministry of Women's Affairs or
• 8:51
  something like that? Yeah, that road that is between
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  Ministry of Finance and Women Affairs.
• 8:56
  You see a billboard there for Zoho and the amount is there.
• 8:59
  That's for those of you in Abuja.
• 9:00
  I can't remember how much it is per user or per licensee or
• 9:04
  whatever. So the good thing about using
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  the good folks like Zoho is because since it's narrowly
• 9:10
  denominated, then you don't have to worry about dollar
• 9:12
  fluctuation because for the other ones where you're paying
• 9:14
  in dollars, we have things continue.
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  You know with the Nigerian economy, you can wake up and
• 9:19
  find out that you're paying even though you paid X amount of
• 9:22
  naira last month, you know the dollar equivalent has changed
• 9:26
  this month. And so the money has either gone
• 9:28
  up or gone down, most likely has gone up.
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  So there are free tools out there.
• 9:34
  Like I said, auto free one, I don't think auto is Nigerian,
• 9:39
  I'm not sure. Then Zoho, that one is also
• 9:43
  foreign as well. Now, my advice to folks who can
• 9:46
  afford these sorts of tools is you can just use your phone
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  because your phone has no taking tools.
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  It has scheduling tools, it has calendar tools, or there are
• 9:57
  apps that you can easily download on your phone.
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  They are actually project management tools or not keeping
• 10:02
  tools, not keeping apps like Trello, like Evernote and things
• 10:05
  like that. Some people even use Microsoft
• 10:07
  Excel. But what I'm just trying to say
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  is there are things that you can put on your phone that will ping
• 10:12
  you and remind you that now we're in the month of March and
• 10:16
  that is the month where Chigudi and Chiniere got married.
• 10:18
  And by the way, after you wish them happy married life and how
• 10:22
  are the children, their bridesmaid Chinoso is getting
• 10:28
  married in July. So try and collect Chinoso's
• 10:30
  phone number because it's three months for the wedding.
• 10:33
  See if you can hook up something so you can use Excel, Evernote,
• 10:38
  Trello, your calendar on your phone just to keep track of all
• 10:42
  these simple functions. And that's how you don't lose
• 10:45
  track of money. So why do you need a CRM?
• 10:49
  OK, I've already hinted at some of that.
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  Because you're trying to manage multiple relationships.
• 10:53
  In the beginning, when it's two or three, it's absolutely fine,
• 10:55
  no problem. Eventually the contacts start to
• 10:58
  multiply and you have so many prospects that it's hard to keep
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  track of them all. Now, if you don't have a CRM
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  tool, you're only going to be paying attention to things that
• 11:06
  are urgent. The only thing you'll be paying
• 11:08
  attention to is when you wake up in the morning and then you see
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  a message from your client shouting that you haven't
• 11:13
  delivered this or you haven't delivered that.
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  For those of us who used to be in the wedding photography
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  space, you know, we know that feeling.
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  When you wake up in the morning, everything is cool.
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  Next thing, ping him. You see a message from the
• 11:23
  bride. I said like half hour on my
• 11:25
  book. You promise me you're going to
• 11:26
  have the book. 3 weeks, by the time three weeks was done, it is
• 11:30
  now 3 weeks and two days. You haven't given me the book.
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  I'm angry. And it's not that that it's
• 11:36
  unprofessional and blah, blah, blah.
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  So if you don't have a scar, you're going to wake up every
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  day and you'll be paying attention only to these things
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  that are urgent, you know, people shouting at you, people
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  chasing you down, things like that.
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  And you're not going to be proactive in chasing potential
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  deals. You're going to forget to call
• 11:54
  the people who got married in March to say how far and also to
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  ask for the bridesmaids phone number who is getting married
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  six months from now. You'll forget all those things.
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  You'll only be paying attention to things that are urgent.
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  So CRM helps you keep things on track, helps you make more
• 12:11
  money. And for the new business person,
• 12:14
  when you're starting off fresh, CRM also helps you remember to
• 12:17
  collect your money because it happens that let's say for the
• 12:22
  month of July, you have 6 brides and and you were able to collect
• 12:26
  80% payment from the six brides. Now you're so flush with cash
• 12:30
  that you've forgotten that actually you haven't collected
• 12:33
  2020 20%, you know, on the rest of them.
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  So CRM tools makes it easy for those sorts of things because
• 12:39
  you know, a ping will just flash on your phone that, you know,
• 12:43
  two weeks to the wedding and the baby still owning you 200K or
• 12:47
  whatever. OK, yes, also another good idea.
• 12:52
  Why for those of us who are starting off as self-employed
• 12:56
  people, starting off new in business, another reason why
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  it's good to use all these invoicing apps on your phone as
• 13:02
  well, because those are also good tools that you know, ping
• 13:06
  you like, you know, to ping you to say that you've collected
• 13:10
  70%, you know, 30% remaining. Should I send an e-mail
• 13:13
  reminder? So excuse me.
• 13:16
  Yeah, all those things then. OK, Yes, Another thing about CRM
• 13:22
  is that for those of you who now sell in Teams, because there are
• 13:25
  a bunch of you who have businesses and you already have
• 13:27
  some sales people, you know 456 sales people.
• 13:30
  The CRM allows teammates to access the deals and have
• 13:34
  suggestions or to try and diagnose other problems.
• 13:37
  Because if all of you are running Teams and you don't have
• 13:40
  a central CRM tool and one of you goes on maternity break or
• 13:43
  one of you falls ill or something.
• 13:45
  If everything is on that person's phone or that person's
• 13:47
  individual Google Calendar, the other people are not going to be
• 13:50
  able to have access to it to say, OK, we need to service this
• 13:53
  client. This is what we owe that client
• 13:55
  and this is what needs to be done next.
• 13:57
  So that's one advantage of having central CRMS.
• 13:59
  So if you travel, you know, you go for your brother's burial.
• 14:03
  Sorry, God forbid you go for your brother's wedding.
• 14:06
  That's what I meant to say. So you go for your brother's
• 14:09
  wedding. Somebody else can just simply
• 14:11
  check the CRM and say, oh, OK, China here is not here because
• 14:14
  she has gone for her brother's wedding.
• 14:16
  We need to service this client. We need to deliver this.
• 14:18
  We need to do that. This other person owes us this.
• 14:20
  They can just get it from the CRM too.
• 14:24
  Then let's see. OK, then one more thing.
• 14:28
  When you have a CRM, it gets managers off your back because
• 14:31
  they can see your deal flow and they're either going to be happy
• 14:34
  with it or not. But if you've been doing your
• 14:38
  job, they're going to be happy with it because you can see deal
• 14:40
  flow and that the deals are progressing.
• 14:43
  So how do you choose the CRM for your business?
• 14:47
  It depends. There is no right CRM.
• 14:51
  It depends on a bunch of things, your company size, the industry,
• 14:54
  and your budget. You know, these are just some
• 14:56
  obvious examples of factors that you used to choose.
• 15:01
  And that's why I tell people that look, all those big, big,
• 15:05
  big, big ones, you know, sales force and I'm still forgetting
• 15:09
  these people, these people that organize inbound conference, I
• 15:15
  can't remember. But all these big companies,
• 15:19
  there's no need for you guys paying attention to those ones.
• 15:21
  In fact, I saw this was sometime last year, I saw one of these
• 15:24
  online influencers in the Nigerian space was talking about
• 15:29
  not Salesforce Jai. And hopefully I remember the
• 15:34
  name before the sorry, excuse me, hopefully I remember the
• 15:38
  name before I'm done with this recording today.
• 15:42
  So she was talking about using an LMS, one of the foreign LM s
• 15:48
  s is really, really popular. And then she also got the, the
• 15:53
  babe I'm talking about is a Nigerian, Nigerian babe.
• 15:55
  So she got one of these LM s s learning management systems for
• 15:59
  her course because she sells courses.
• 16:01
  Then she also got the big CRM. And then she did one of these
• 16:05
  end of year responses, end of year videos talking about why
• 16:08
  she was canceling membership to this and to this and to that.
• 16:11
  So if you go ahead and you say you want the biggest, the
• 16:14
  brightest and the best, and because of that, you go and buy
• 16:16
  Salesforce, but really you only have a sales team of two.
• 16:20
  And, you know, it has all these, it's expensive and then it has
• 16:23
  all these advanced features and things like that, you know, just
• 16:29
  wasting your time because you're paying hundreds of dollars per
• 16:33
  head for features that you're not using and that really don't
• 16:37
  need at this time. So it's the same, it's the same
• 16:40
  thing. So that's why I had to be about
• 16:41
  to cancel the the membership. No, not membership, the license
• 16:47
  that she had with the LMS Kujabi.
• 16:51
  Yes, Kujabi was what she used as her LMS learning management
• 16:55
  system to sell her courses. So she cancelled the Kujabi
• 16:58
  because, you know, she's in hijabi.
• 17:01
  It's not as if she has thousands of students that she's trying to
• 17:04
  sell accounts to and then things like that.
• 17:06
  So if you wake up and say you want to buy the greatest, the
• 17:11
  best, the whatever, you might not actually need to do that
• 17:15
  because of your business size or because of the size of your
• 17:19
  client base or because of the industry that you're in or the
• 17:24
  budget that you have. So the right CRM really depends
• 17:28
  on where you are for the right CRM for somebody who is a
• 17:32
  wedding photographer and only has two people selling for him,
• 17:36
  it's not going to be the same For somebody who runs a fashion
• 17:39
  house and has 50 people selling for her or, or the other way
• 17:44
  around, let's keep it gender, let's do gender parity.
• 17:48
  So a wedding photographer female having two people, not the same
• 17:52
  as one guy who runs the fashion house and has 50 people selling
• 17:55
  for him. So it depends.
• 17:57
  So don't over complicate things. Just focus on the essential
• 18:00
  future. What do you need when it comes
• 18:02
  to sales automation? There's different kinds of
• 18:04
  stuff. The people who sell cars for
• 18:06
  instance, and you have 50 or 30 cars because we have places like
• 18:11
  that in, in Abuja. There's what's this guy's name?
• 18:17
  Is it Keanu Kea? Something Motors is in central
• 18:21
  business district. That guy's lot is is massive.
• 18:24
  Guy has like, I don't know if I'm guessing must be like 100
• 18:27
  cars then Elisa Day is also here in Abuja, Elisa Day there in
• 18:31
  Abuja and in Lagos. Although Elisa Day, I think they
• 18:33
  only sell Toyota vehicles. So the kind of automation that
• 18:39
  Elisa Day and Keanu that they need is, is different.
• 18:43
  It's plenty. It's not going to be the same if
• 18:45
  you have a simple shop where you're selling back children's
• 18:49
  back to school supplies and things like that and you know
• 18:53
  you have two sales people that sell for you.
• 18:55
  So the kind of sales automation that you need is different.
• 18:58
  Sales automation, marketing automation, what else?
• 19:01
  The level of analytics that you need is different.
• 19:03
  So don't overcomplicate things. Just try and look for a tool
• 19:05
  that matches you where you are. Then also try and involve your
• 19:08
  team get buy in from your people.
• 19:11
  Let them know that look before you people have been doing
• 19:14
  things anyhow anyhow, but you know, the business is not really
• 19:18
  moving. We need things to move.
• 19:19
  We need to coordinate a couple of things.
• 19:22
  So because of that, I'm going to buy this, I'm going to buy this.
• 19:25
  And this is how we're going to start doing things.
• 19:27
  So you start having those conversations well ahead of
• 19:29
  time. You don't just drop something on
• 19:30
  people like that. You know, it's somehow for
• 19:34
  people who have been selling one particular way.
• 19:37
  And then, you know, Monday morning, they just show up and
• 19:40
  you say, OK, now this is how we're going to do things.
• 19:42
  You know, you start having the conversation on small, small,
• 19:44
  you start easing people into it. You let the sales people know
• 19:47
  that this is what's up, this is where we're heading.
• 19:48
  This is what we're migrating to. You let the marketing people
• 19:51
  know. You also let the customer
• 19:53
  service people know. Then you also need time to train
• 19:56
  your team on CRM functions, all the things that you know.
• 20:02
  How do you schedule this? How do you save people's number?
• 20:04
  How do you enter a note? How do you generate an invoice?
• 20:08
  Because some of them allow you to generate an invoice or send
• 20:11
  receipts and things like that. And this is where YouTube comes
• 20:14
  in really handy. Because you'll find that no
• 20:18
  matter the CRM tool or whatever, you're trying to use the CRM
• 20:21
  tool, even for those of you who are trying to use Trello for CRM
• 20:24
  or Evernote for CRM, you can find videos on YouTube where
• 20:28
  people are talking about, this is how you do this, this is how
• 20:30
  you do that. This is how you make it work.
• 20:32
  So YouTube is going to be a very, very handy resource if
• 20:36
  you're trying to train your team on these sorts of things.
• 20:38
  You just get one or two links sent to them.
• 20:42
  Hopefully don't watch it. They should.
• 20:45
  You should watch it mainly. That's the topic for another
• 20:47
  day. We'll get the link share and
• 20:48
  send it to them. Then some people talk about
• 20:52
  taking your CRM and then create a custom field, create custom
• 20:55
  workflows and create custom reports and things like that.
• 20:59
  Yeah, you can do those things. But in my own opinion, sha the
• 21:02
  default options that come with any CRM system, In my own
• 21:06
  opinion, it works fine. Just start with the default.
• 21:09
  Don't worry about customizing. Start with the default.
• 21:12
  Don't start personalizing anything.
• 21:14
  It is after I use it for a few months and you people start
• 21:17
  facing challenges that is what will determine what defaults
• 21:21
  need to be changed by the time you use it 2-3 months and your
• 21:24
  sales people are complaining that auger, this process does
• 21:27
  not work for us this process does not work for us.
• 21:29
  You now know that, OK, change this process, tweak this
• 21:32
  process, personalize this one, change the general settings, you
• 21:35
  know, things like that. But don't just come and start
• 21:37
  tweaking things. Because if you buy the thing and
• 21:41
  you start tweaking, you find that because these things can be
• 21:44
  quite complex and quite cool, you find that every two, two
• 21:47
  days you're changing something. So just start, just use it.
• 21:50
  When people start complaining, that will all determine what you
• 21:53
  need to change, which master settings you need to change, and
• 21:55
  then things like that. Then implement gradually.
• 21:58
  Start with the core functionalities.
• 22:03
  Some people want to get into everything pretty quickly, like
• 22:06
  especially that e-mail automation that's sending
• 22:09
  automated emails from your CRM and things like that.
• 22:13
  Not a bad idea, but that's something you have to walk up to
• 22:16
  in the beginning. Just make sure that our sales
• 22:17
  people are doing the basics, recording the contacts name,
• 22:21
  storing, storing, OK, storing the contacts name, scheduling
• 22:28
  activities, you know, saying that we had the meeting one,
• 22:31
  this is what we agreed on. Next step is to send proposal.
• 22:34
  Proposal is supposed to go out February 2nd and then you
• 22:39
  schedule that, you know, just basic stuff, keeping track of
• 22:42
  the conversation, then all the fancy things.
• 22:47
  So excuse me, so all the fancy stuff can be done later.
• 22:51
  Let me see what else. OK, well, we don't know about 20
• 22:53
  minutes. And truth is when it comes to
• 22:55
  this CRM, the the yawning never finishes.
• 22:57
  You can't keep going on and on. So many things can be said from
• 23:00
  ACRM perspective, but the details depends on things on the
• 23:05
  case by case basis, case by case implementation.
• 23:07
  Because if you're trying to implement a CRM for okay, well,
• 23:12
  let me just be practical. So for two clients that I've
• 23:14
  dealt with, well, one that I'm actually still dealing with
• 23:17
  trying to trying to do handle CMCRM implementation for
• 23:25
  somebody who runs a fashion house and only has two sales
• 23:27
  people in store is not the same as trying to do CRM for people
• 23:32
  who run a technical business with two people, two sales team
• 23:35
  in house and then you know one sales engineer that goes out and
• 23:41
  stuff like that. So it just it depends CRM
• 23:45
  implementation different for different organizations
• 23:47
  depending on the stage that they're at.
• 23:51
  Now one thing that I, I must confess even me, it's something
• 23:57
  that I have failed to over emphasize to some of my clients.
• 24:01
  But this is something that we have to be ready for when you're
• 24:06
  getting your people on the CRM monitoring every day or every
• 24:12
  other day is going to be necessary for teams trying this
• 24:14
  out. The first time I have made I
• 24:17
  have failed here. I've not been able to set
• 24:19
  expectations for some of my clients about the level of
• 24:21
  monitoring that is required. So in the beginning, every day
• 24:26
  or every other day, you wouldn't have to be in there.
• 24:28
  For some mature organizations that have been using it for a
• 24:31
  while, the manager might only have to look in one month or
• 24:34
  maybe once a week. One, at the beginning you
• 24:37
  wouldn't have to be on everybody's case because it's
• 24:39
  about habit building and for somebody who was used to
• 24:42
  freestyling those doing things anyhow anyhow on their own, it
• 24:46
  takes a while to build the habit.
• 24:48
  And then it also causes slowdown in performance because it's a
• 24:52
  change in workflow. People are stopping and having
• 24:55
  to write and then things like that.
• 24:56
  So CRM implementation actually does cause some because some
• 25:01
  friction. Maybe it's also a cultural thing
• 25:03
  because like marketing people, marketing people love tools.
• 25:06
  So you just bring the tools and marketing people just be playing
• 25:08
  with the tools up and down and just using it anyhow.
• 25:10
  But then you know, sales people are a certain kind of person and
• 25:15
  so there's always drama when it comes to CRM implementation.
• 25:19
  So if your people have been freestyling before for CRM
• 25:21
  implementation, there's going to be plenty of drama.
• 25:24
  But it's going to be worth it, especially when you look at
• 25:28
  things from a longer time frame as and everything is going to
• 25:31
  start making sense. So almost 30 minutes.
• 25:33
  Let me just wrap it up here. So connect with me on WhatsApp.
• 25:36
  The phone number is 08064662140. The country code is +234.
• 25:42
  For those of you who are not Nigerian, also connect with me
• 25:44
  on LinkedIn. My name is Tava Shima Ayede.
• 25:48
  You can get the correct spelling of my name so you can search for
• 25:51
  the right person. If you use this link we're
• 25:53
  listening to this episode from, you'll also get my e-mail
• 25:56
  address there. So thank you very much for your
• 25:58
  time and attention. I'll catch you guys at the next
• 26:00
  episode.