CRM is not a four letter word
Wow! My recent post on the need for CRM in the wine world has really sparked some inspired conversation. This is an exciting time, as the more people are talking and thinking about CRM for the wine industry, the more educated they can become.
Today, Silicon Valley Bank presented their annual State of the Wine Business webinar, which reinforced the need for an integrated CRM solution at even the smallest wine business; the ability to capture, track, manipulate, and analyze data is capital if you are trying to grow a business in this ultra-competitive market.
And still, wrapping your heads around the concept of CRM as a communication methodology as well as a technology is a tricky proposition, and even as an experienced professional it is something that takes time and education to accomplish. As the wine industry is notoriously slow to adopt new tools & technologies, they continue to struggle. This however, appears to be the year of change. As markets become younger, and boomers begin to age out of the fine wine market, the GenXers are a huge market force ready to take their place. With the dot com mentality of the 34-49 year olds, we are better situated financially and more aware of the enabling technologies that can benefit the industry.
One of the most important topics of conversation has been why smaller wineries should adopt a CRM philosophy (and therefore a tool), and how it can benefit them. In addition, the question of what tool to use is key. To help wade through the milieu, here are some of my thoughts on that.
First, do you currently think in a CRM frame of mind? Keeping in mind that CRM is a mindset as well as a tool, do you understand the full picture of your customer data? Do you want to? There are several CRM solutions you can choose from. But before you even start thinking about what tool to use, you need to be prepared to shift your business practices and thinking in to a CRM frame of mind.
CRM need not be a 500 pound gorilla on your back, nor is it a four letter word. The mere mention of the acronym can draw snark from even the most tech savvy people, and makes small to midsize wineries cringe with fear. Remember that CRM is a business practice and philosophy first and foremost, and enabling technology second. You may not be aware that your current solutions architecture (website, ecommerce, emarketing solution) may already have some inherent CRM functions within. Investigate your existing systems to see what you can leverage.
The important thing is that you find a tool that allows you to view all aspects of your customer data in a single source and that you are not replicating databases across multiple systems. The impact of having siloed databases can wreak havoc, result in multiple versions of the same customer, mass emailing snafus and general grumpiness from both the customer and your employees who are wrangling the data.
There are solutions for all budgets, from simple and low cost, to complex, customizable and more costly. The question is, what do you want to do? What is your business or marketing goal? Can you get there with your current data and tools? How much time and money are you willing to invest? Do you have the visibility to the data you need at your fingertips?
Have questions? Need help? Drop me a line.
- April 17, 2012
- Social media, technology
- CRM , Relationship Management , salesforce , SFDC , Silicon Valley Bank , Social media , State of the Wine Industry , tools , wine , wine business
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