Sellers are working harder than ever but their Customer Relationship Management (CRM) systems are not working for them, according to a new study conducted by CRM analyst firm Beagle Research Group in partnership with Oracle. The study, "Getting Past the Breaking Point of Yesterday's CRM," includes insights from more than 500 sellers in the U.S. and found that sellers are frustrated with the time-consuming, manual, and unintegrated elements of their job. In addition, the findings highlight the various ways that sellers are doing their best to accomplish sales objectives while not having the tools they need to excel.
Sellers Would Rather Clean the Bathroom Than Update Their CRM System
While sellers' responsibilities have expanded, conventional CRM systems are stuck in the past and are holding them back – and this is especially true for inside selling:
- 90% of sellers complain that parts of their job take longer than they should. The top areas listed were entering notes in the CRM system (35%), updating or working in multiple systems (34%), and sales training activities (31%).
- 86% are frustrated by certain elements of their jobs. The largest frustrations cited were handling repetitive administrative tasks that could be automated (43%), updating multiple systems that ought to be connected (38%), following up with a prospect that they know isn't interested (38%), and re-entering email or calendar data into their CRM system (35%).
- 85% of sellers have made potentially embarrassing mistakes due to faulty CRM data. The top mistakes identified by sellers include calling the prospect by the wrong name (33%) and having the opposite idea of what a prospect wanted (29%).
- 66% of sellers would rather stand in line at the DMV, get stuck in traffic, do jury duty, clean the bathroom, make a trip to the dentist, or even be nagged by their significant other than update their CRM system.
Sponsor message - content continues below this message
2022 '17th annual' Global Contact Center World Awards NOW OPEN
Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!
Content continues ….
The Majority of Sellers Don't Use Their CRM System Regularly
Sellers prefer to spend their time selling, yet they get bogged down by tasks that take longer than they should. CRM systems promised to solve this challenge, but have failed:
- Sellers rely on an average of eight tools to do their daily jobs. The top five most commonly used tools are email, the internet, smartphones, video conferencing, and Word documents.
- 55% of sellers rely on a combination of applications – and several that aren't well integrated – plus manual tools such as Post-it Notes.
- 46% of sellers have found a roundabout way or created a non-standard shortcut in their CRM system.
Only 47% of sellers use their CRM system regularly and only 40% use it as intended.
Sellers' Work-Life Balance is Suffering and Making Them Wish They Had Superpowers
Outdated CRM systems are hurting productivity and are causing sellers to conduct business outside of normal office hours to meet their quotas, making them wish they had superpowers to do their jobs.
The inefficiencies of CRM systems are often preventing sellers from meeting their quotas within normal work hours, and as a result, sellers have taken sales calls in a variety of unusual places:
- 50% of sellers have taken calls on vacation. Sellers are also taking calls at the dinner table (40%), at a party or social event (33%), in the bathroom (30%), at the gym (24%), or on a date (16%).
- 98% of sellers wish they had superpowers to help them accomplish their day-to-day duties:
The most common wish was the ability to predict the future (30%), followed by having a perfect memory (19%), having super-focus (16%), knowing a prospect's mood (13%), being extremely organized (12%), and reading their sales managers' minds (8%).
"The CRM systems that are widely used today are simply not adequate. They do not cover the spectrum of a seller's everyday work activities, and sellers are having to spend considerable time and effort to make up for those shortcomings," said Denis Pombriant, managing principal, Beagle Research, Inc. "Our research has shown that outdated CRM systems are not only impacting sellers productivity, but are also impacting the overall financial performance of organizations. But there is a silver lining: improvements in technology over the last several years are resulting in new data-driven and AI powered solutions – the next era of the CRM – that can reduce sellers' workload and empower them to focus on what they do best: selling."
"Selling has always been a hard job, and the global pandemic has not made it any easier as customer behaviors have dramatically changed in a very short amount of time," said Katrina Gosek, vice president, Oracle Cloud CX. "Our research has proven that traditional CRM systems are simply not working. Sellers are tired of having to piece together information across the sales process and tired of conventional CRMs that are an endless burden of data entry. They are asking for sales technology that acts as a source of recommendation. At Oracle, we are reinventing the selling experience by leveraging front and back office data, providing a modern AI-driven user interface and offering clear guidance through real-time customer insights that put sales teams on the path to success – and closer than ever to the superpowers they need."
Beagle Research identified over 500 line of business employees with primary responsibilities of selling to new accounts via digital tools, in the business to business space. During June and July of 2020, we fielded a survey, inquiring about their jobs, the wins and frustrations they encounter, and the technologies they use. Because we were able to pinpoint these individuals, we believe our results are highly accurate (z-test = 95/90).
Posted by Veronica Silva Cusi, news correspondent
Oracle’s solution for software companies enables companies to provide customer service and efficient sales operations, while helping to ensure ordering, fulfillment, and revenue recognition. With Oracle’s integrated software, companies can improve your ability to cross-sell and up-sell by centralizing customer information, as well as enhance the customer experience across all channels.
Published: Wednesday, November 4, 2020
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
|2.)||Computer Data Services, LLC|
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.
- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.
Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.
Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
|8.)||Teckinfo Solutions Pvt. Ltd.|
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.