Replies

1. 
   Steve_Merrette | Sep 25, 2001 03:45am | #1

   *
   So Sonny, how come your name isn't on the list of gurus?

1. 
   Sonny_Lykos | Sep 25, 2001 04:42am | #2

   *Because recognition (questionable) by 1, does not a CRM guru make. Besides, I'm not an "expert", which brings to mind a cartoon I saw a few months ago in a HVAC trade mag.Those of you with teenagers or older will get a kick out of this truism. Apparently a brother and sister in the business had just returned from a business seminar and were telling dear old Dad what they learned. Dad replied: "But, I've been telling you two that for years." With that the daughter replied: "But Dad. They're EXPERTS!"Which brings to mind another thing - a bumper sticker I had on (wish I could find another one) a vehicle I sold. It simply stated: "Hire a teenager. They already know everything."Didn't we all? Proof that ignorance "is" bliss.

1. 
   Rick_Louquet | Sep 25, 2001 11:22pm | #3

   *Sonny, I must have missed something, I clicked on the link, but I still don't know what crm stands for. I'm guessing something-or-other, something-or-other, management. Could you put it into your words? Thank You,Rick Louquet

1. 
   Sonny_Lykos | Sep 25, 2001 11:31pm | #4

   *Customer Relationship Management.

1. 
   The_Tennis_Court_Builder_...on_t | Sep 26, 2001 12:10am | #5

   *That was the worst site I ever went to on the web....Now maybe if I received 72 virgins for visiting instead of the friggin annoying pop up window...I might of stayed and tried to bore down through that crappy site.near the stream awaiting my virgins,ajSonny...what gives?

2. 
   Sonny_Lykos | Sep 26, 2001 01:49am | #6

   *AJ, like cars, clothes and other things, we all have our "druthers", eh? I get some good ideas from it for readying my PHMP business.Just for you, I'll find something more appropriate for your "appetite."

3. 
   Looking_Glass | Oct 18, 2001 10:51pm | #7

   *My Lycos since I had bookmarked the discussion where I originally asked my question I didn't notice that you had started this thread to try and answer the question. It might have been more helpful on your part in the effort to spur the discussion along to restate my question when you started this thread. Since no one has really answered it I'll do that again now and clarify it a little bit too. b I'm researching CRM development and deployment for our company and I was wondering just what are the solutions that are out there and available for us to start integrating and implementing right away?While I appreciate the link you posted but I wasn't looking for general information on what CRM is. I was wondering what are you really using and doing in the real world to implement Customer Relationship Management solutions. What are the vendors and or applications that you're using and how are you applying them in your business day to day.I'm with an 84 year old good-sized residential interiors firm here in NYC that I joined right out of high school as a carpenter 24 years ago. About a decade ago I could see the writing on the wall with the changes in technology and made the decision to go back to school and get a degree in Information Management and I'll get my degree this summer right along with my daughter. Unfortunately the company I am with has been very slow to pick up and apply technology. The estimators here are still all using a DOS based application and all our paperwork is generated using IBM Selectric typewriters! That may change this summer as the forth generation of family ownership takes over the reigns of the company. At the very least it had better change. I'm the only hands on carpenter left in the company. We sub-contract all of our work and I'm really only a part-time or some-time carpenter in that my role nowadays is mostly supervisory but I do handle all our warranty and service work. With all the confusion and disorganization I see in handling both customer projects and their maintenance I've got to believe there is a better way. As part of my studies I learned about CRM solutions but being realistic there is no way a firm like ours or I imagine like any of the companies that the readers of Fine Homebuilding are running aren't going to implement systems from Siebel, People Soft, Oracle and SAP at $200,000 a pop. So my question is what are the CRM solutions available to small construction companies and what are you doing with them? Who makes them? What do they do? What the heck is PHMP? I searched the net and could find anything information on it anywhere? There are plenty of programs available for builders to estimate and schedule and perform accounting functions but as best as I can see the CRM area has been pretty much ignoredI'm thinking either I'm either going to be part of bringing the company I am with now in to this new century or I am going to take my early retirement next summer, take what I know and join a friends growing homebuilding business out in the suburbs and see what I can do with himThanks John

4. 
   Sonny_Lykos | Oct 19, 2001 01:36am | #8

   *LG, I really don’t have any idea of how to answer your question. BTW, I call CRM “Customerization.” And PHMP is Preventative Home Maintenance Programs - a new busisess of mine,I started it in my company using the “culture” of our company as the foundation of our attitude toward them, how we service, attract, keep, market and otherwise, “interact” with clients individually and as a group. And that culture came from my own character.Personally, I don’t think any software can benefit any company’s CRM policies unless the owners/Board of Directors/CEO et all, have a philosophy that is customer driven. Let’s face it. Our clients, when linked, are like the shell of boat we use to get from point “A” to point “B”, and when ready, to point “C” thru “Z”. Clients determine the size of the boat, it’s appurtenances, the number and caliber of it’s staff a so forth. And at the same time, those same clients are also passengers. So, in effect, we are all partners during that journey.Anything and anyone impacts a client, impacts our business and the businesses whose own staff impact the client so each play a critical part. As such, “That’s good enough”, regardless of where it is said, is never allowed, approved, or accepted. Tall order, and is the reason why I stated as I did in my 3rd paragraph. Those who do not buy into this philosophy, and that includes clients as well, must be abandoned unless they infect others.So you must have two parts for the foundation of any CRM policy before you even get into it's nuances: (1) Those in power must initiate it and due to their sincere desire to service clients in the manner for which CRM is to be used, and (2) All who buy into it, in effect must be nearly as obsessed with it as the powers to be. That may necessitate some staff changes. If not, it’s all money down the drain because it's like a fragile vase and sabotage is easily done, intended or otherwise. I’ve seen too many attempts that ended up the “That’s good enough” disease.It’s worked for me since I was a retail store manager and to this day. But again, that culture is still up here, so where ever I go and what ever I do, it will exist - and succeed.Your problem will be with every other department in your company since each employee impacts each client, either directly or indirectly. That goes for your vendors also. You might want to get on a chat room over at Fast Company to collaborate with your counterparts there.

5. 
   piffin_ | Oct 19, 2001 02:31am | #9

   *We're still waiting for the 72 virgins site!Unhappy customer with relations out here!;>)all intresting stuff guys....

2. 
   Sonny_Lykos | Oct 19, 2001 02:31am | #10

   *
   Hey, Looking glass, try this one. I think there are a couple more. I'll check later and post them on this thread for you and anyone else interested.

   http://www.crmguru.com/