[Here is part 3 of this series]

[JEFF]: OK - so we have both been working with CRM for a few years now - what advice can we give to customers and their approach to their partners when "looking for CRM"?

[DAVID]: Consider what sort of buyer type they think they are and share that with their partner. For example, they may be someone that wants to buy early that grows with the business OR someone with specific needs they need solved quickly. This doesn't negate my earlier comments about running tight projects, but it does help focus buying conversations.

[JEFF]: That makes sense. I would also recommend partners come ready - as we talked earlier - to offer a packaged CRM delivery approach. It keeps their costs down (and reduces risks of projct creep & unhappy customers) PLUS gets their customers on-board faster & more efficiently. That is especially in the smaller (e.g., Sage 50 customer) base where they will really benefit from a simple 'quick start' approach.

[DAVID]: Yes, and for others - particularly 200, X3 & Intacct customers - those smart partners can engage in scoping / discovery processes to get things moving & lay out project phases. And, whichever way they start, a large majority of customers will all benefit from the larger Sage CRM product feature set over time.

[JEFF]: For sure. Delivering Sage CRM with clearly defined goals & measurable achievements means decreased risk & quicker ROI. You step through a simple delivery, ticking these off. sign off the process & hopefully you have a happy customer "on the road" with improvements --- and in a good frame of mind to return to the partner for more licenses & services.

[DAVID]: Yes - perfect description. And, in reality, a CRM system is "never complete" - business changes, a customer's needs change or a new requirement is demanded. So, pstaying in close contact with customers and, as they begin to grow into system usage, they should return for more consultancy (to the partner) & additional users (to us, the vendor). We should all realise iterative investments from customers in 2nd & 3rd phases is key to longevity - so account management is KEY for the long-term future of business.

[JEFF]: In summary, any other tips to share with partners who are considering broadening their skills to include Sage CRM?

[DAVID]: Obviously, as a business, believe in selling & helping customers to gain success using Sage CRM! But more seriously, partner should learn the "new skills" of front office consulting (and Sage CRM features to support) BUT remember: the product is so rich in functionality, it needs only CONFIGURING to suit a lot of needs. Don't get carried away thinking "long projects" are where the money is at. Better to start small, be successful with your customer & move to secondary phases.