Think about it. When your treat your enterprise systems as your very own, the quality shows through in the satisfaction level of your users. Each time you implement a new change or perform an upgrade to your database, you can decide to either do it right, with enthusiasm, or make it your cross to bear. If you dare choose to take the high road, there are many benefits associated with how you look at your system, and though it may not be ‘your own’, thinking of it as such will increase the value of yourself and the company.
Businesses across the globe are chock-a-block with unmotivated system managers, and while it may not seem evident as to how this affects the entire organization, a cavalier attitude can cost millions of dollars every year… just because of this one intangible item. While it’s not always easy to reconcile their actions from the vantage point of a c-level executive, the story is much different with the folks who have to bear the brunt of the CRM administrator who chooses to be incompetent.
Buy, Don’t Rent
The property of the CRM tool lies in the hands of the enterprise, however that doesn’t meant it should be perceived of in this manner. While a rental car may not be driven with the same care and attention of your own car, would the rules change if your own children were in the same vehicle as yourself? The users of the enterprise systems are looking to your admin team as the caretakers, and they are either going to be given respect or given the shaft.
In many aspects, how ownership of your company’s data systems is regarded is down to personal choice. If the caretaker is of the business-minded side of the equation, expect your operation to run smoothly with your requests being given priority attention. Should the attitude possessed of your CRM owners be lax, it could be an ongoing struggle for them to see the level of urgency through the eyes of the executive (CIO included).
God Mode Mentality
Having knowledge of the information and acting on it are two different things and though the CRM implementation team may have all of the certifications and expertise, it means little if things are not getting done. Perhaps it’s a culture of entitlement based on the knowledge gained, or a status symbol of being the one in control of the company’s information but in the real world where success and failure can be measured in minutes, if priority items are being deliberately delayed, everyone suffers.
It’s kind of like looking at the example of a mechanic. On the one hand, you may be privileged with an honest purveyor of advice when your automobile needs a repair and take him at his word that the parts that need replacing or repaired is the best value. The alternative could be a completely different outcome whereby the same job is quoted at 3x the time with much more expensive parts that were not required.
Whether it be the automotive technician or the CRM technician, the customer is counting on them to give a true diagnosis of the work request, and realizing that the requester does not have the same skillet, the caretaker can either choose to be professional (owner-mentality), or give an incorrect assessment. Either way, no one is going to question his or her skillset as this is why they were hired in the first place, but for the one who is motivated to ensure the client (internal or external) is satisfied, the rewards will be more than just fiscal. Whereas, the ‘chaff’ will continue to simply squander their efforts, living their lives blindfolded and doing what is foremost convenient to them, not giving a toss about the bigger picture… and whether they realize it or not, they will eventually be found out.
In looking at the mind-set of the CRM ‘owner’ and the ‘renter’, the difference is quality of service. Both have the same amount of knowledge, but one exercises the right to apply wisdom in seeing their role as an integral part of the business. The one who takes the high road understands that the purpose of any business is to increase profit and thereby does not look at the clock on the wall to tell them that it’s time to go. If there is a deadline to be met, they look for reasons to meet or exceed this instead of providing convenient excuses.
The owner knows the value of going the extra mile, and in truth this could simply mean giving a fair estimate of development time as opposed to artificial inflation. After all, any task that’s worth doing is worth doing right, but if every request is being thought of as another chore, this line of reasoning will continue to bog down the rest of the organization as there are many facets that are connected to any CRM project.
The one who owns their role and treats each request as an opportunity to retain future requests is a professional that is worthy of applause, but in being a true patriot, they would rather not receive it because they assume it’s just part of their position. Are you, or your team-members of this ilk, or do you instead roll your eyes at every corner? If this is the case, just assume that there is a limit to your role as no one likes a ‘know it all’ and the time and money being wasted as a result will and should be squarely put on your shoulders.