The next in our series on CRM adoption takes up an important topic: the 8 reasons CRM implementations are never actually completed.

1. Lack of Clear Processes

When a CRM adoption is not completed in a company, it’s easy to blame one particular individual or group. But one basic reason is a lack of clear processes. We’ll get into this more in detail further along in this article, but if a company has not detailed the goals and purposes of a CRM, and precisely the route the CRM adoption is going to take, the project will never get completed.

2. High Management Priority

A top reason, probably the top reason, that a CRM solution doesn’t get adopted is that it is not a top priority for company management.

If you think about it, CRM is more important than even a company location. For example, today many companies are moving from Germany due to deindustrialization. Let us say we’re on the board of a company seeking a new location. Too many companies would prioritize such a relocation over and above CRM.

CRM, even in such a circumstance, must remain the top priority. Why? It is the repository and the system for customer data. If we don’t have accurate customer data appropriately utilized, we will have no customers. If we have no customers, we have no company. We won’t need to worry about moving, as we won’t have a company to move, will we?

3. Lack of Head of Project

When CRM isn’t a top management priority, someone seldom takes charge of a CRM project and runs with it.

If a company has a security issue, someone is immediately in charge of resolving it. Why doesn’t CRM have that same kind of priority? If you lose your customers, you lose everything. You need CRM to be effective and efficient; if you aren’t, you’re gone.

It can be the case that a company is overwhelmed, and there isn’t someone who can add heading a CRM project to their workload. In such an instance, the company should—again as a top priority—invest in a consultant to do this job.

It can also happen that heading a CRM project becomes a “hot potato” that nobody wants. They don’t want to be blamed if the project fails. They don’t want to be demoted or fired.

In such a case, the person forced into that position will often go to the CRM industry bestseller as a point of security, which may not even be suitable for their company. They should instead be truly shopping around and evaluating the best solution for their enterprise.

4. Lack of Documented Requirements

A company, in shopping for a CRM solution, will often create a shortlist of systems to evaluate. That only makes sense, however, when the company has clearly laid out its CRM requirements and put them into a document. How can a CRM project be accomplished if such requirements aren’t clearly established and documented?

It happens all too often that we, as a CRM vendor, cannot fulfill one potential customer demand. What are they demanding? That we, free of charge, become their project manager and consult them, informing them of their requirements. Since we’re not inside that company and aren’t intimately familiar with all of its issues, this is impossible.

It would be the same as someone purchasing multiple television sets for their home. They need to connect and set them up, and they expect the company they buy from to perform this service. The company will politely refuse and inform the buyer they need to purchase such a service separately. The company selling them the TV sets may not even offer that service, in which case the customer will have to hire someone else.

In any case, we cannot perform such a service for CRM—the buyer must hire a consultant or otherwise handle it in-house.

I understand that a company might have fears of making the wrong decision. But nailing down these requirements isn’t rocket science—it just requires some patience and homework.

5. Responsibility on Both Sides

The vendor certainly has responsibility, too—and if the vendor doesn’t take that responsibility, that can also lead to the CRM project not being completed.

The vendor must ensure that meetings with the buyer occur at the right times, that there is an agenda, a deadline, and lists of tasks that must be accomplished before the next meeting. If these things are not done, the vendor cannot proceed with the sale. If the buyer invests a considerable amount of funds, and the vendor doesn’t point out a potential waste of money, the fault lies with the vendor.

The customer may not fully understand what they themselves need, based on what they’re asking for, and the vendor might need to point this out. Let’s say, for example, the customer wants to meet about potential CRM integrations with the company’s systems.

Such integrations are not nearly as complex as they once were. In the “old days,” there were no OpenAPIs, APIs in general, or connectors. A number of years ago, my company was a partner with Autonomy, a company that developed pattern recognition software. We required connectors to different databases, and Autonomy had to create them.

Today, there are many available APIs. There is even efficient middleware from vendors such as Zapier or Tray.io. Connections are now easy to make.

If a company wants to integrate CRM with its ERP, a vendor must fully understand the customer’s request and actual requirements. If this understanding isn’t fully established, the vendor can’t know the customer’s CRM needs.

If a customer wishes to integrate CRM with their ERP system, we must ask questions such as, “What kind of integration do you want? Unidirectional? Bidirectional? Daily? Every minute? Does data transfer require approval, or can it be done without approval? Is every salesperson allowed to make changes in CRM that then transfer to ERP?”

Let’s assume a customer wishes data to be transferred daily from ERP to CRM. That is easily accomplished once the customer has fully defined their data and fields for us. We would then need to know the business requirements. What should the data do?

Once these things are understood, we as a vendor know the business scope. We can now analyze the customer’s requirements and present different approaches. It’s then a rapid matter of turning this analysis over to our development. We can then create a test space for the client to test out CRM without conflicting with live data.

As you can see, there are project leaders on both sides—the vendors and the buyers. If both make it a priority, CRM adoption can be accomplished in a couple of weeks. The customer then has full use of their data.

6. “Too Many Cooks”

The purchasing enterprise will realize the benefit of CRM the moment they correctly prioritize the project—when they firmly commit the correct resources both in terms of personnel and finances. It is then clearly viewed not as a technical problem but one of human willingness.

In an analogous example, I recently saw an interview with Charles Duke, one of the Apollo 16 astronauts who went to the moon. The interview covered his specific mission and the whole Apollo program, which I myself covered in an ebook.

The priority given in the Apollo missions was that NASA had a vision to fulfill, and they turned it over to those who could decide and make decisions on the ground. Those people then made those decisions and executed the mission.

The problem with CRM implementation can often be an issue of “too many cooks.” A company must appoint someone who is allowed to make a decision. Put a competent person in charge and let them get on with it.

7. Implement in Iterations

When you put that person in charge, don’t expect the first stage to be totally correct. Every step in CRM implementation is an iteration, and you must not expect the first iteration to be perfect—learn from it and make it better with the next iteration.

This idea comes from the modern method of software development. In the old days, there was the classic “waterfall” development method in which programming of the entire requirement was done all at once, from start to finish. To make improvements, programmers had to go back and start again at the very beginning.

Today’s development approach, called Scrum, is conducted in incremental iterations. One iteration is completed, the programmers meet and go over it, and then the next iteration is done. This method created a new boom in the software industry.

Companies utilizing this same type of methodology for CRM implementation will see their implementation complete much more rapidly.

8. And On to Infinity

Then we reach reason #8, which turned on its side is the symbol for infinity. Because in reality, a CRM implementation, even when brought up to the point of high efficiency and success, will never be truly done. There will always be tweaks and improvements.

As you can see, CRM implementation does not have to be complex. A company simply needs to be willing to sit down, learn all about their requirements, document them, and share them with a CRM vendor such as Pipeliner.

P.S. What Does Pipeliner Do Differently?

The above 8 points apply generally to every CRM implementation. What does Pipeliner do differently?

What Pipeliner does differently boils down to engagement between our product and the people. We go the extra mile with the customer to fully address their CRM requirements.

A recent case study demonstrates the gratitude customers have for the extra measures, exceptional service and value Pipeliner brings to the table.

For further reading, check out these white papers and eBooks by Nikolaus Kimla:

CRM Onboarding

Pipeliner CRM: The Concepts Behind the Features

Sales pipelines are used to aggregate the progress of potential customers all through the sales life cycle. They are usually visually represented in CRM software so sales team members can easily keep track of the deals that are in the pipeline at any time. A sales pipeline is a collection of potential customers for a business. It consists of different stages, which are:

• Lead
• Initial Interaction
• Qualification
• Proposal
• Commitment
• Close

Customer relationship management (CRM) software is used to manage a business’s interactions and relations with new and existing customers. It helps them streamline their operations, stay connected to customers, and boost profitability.

Before internet usage became mainstream and competition was not high, potential customers of certain businesses would have to attend conferences to learn about the products being launched. However, now that there are more people are able to set up their own businesses, there is a struggle to gain market share. This has prompted the need for businesses to connect with new and potential customers better, or else they might lose them to their competitors.

This is where pipeline CRM software comes in, as businesses can use them to touch base with their customers any time they deem it necessary. Here are some key ways CRM software improves sales pipelines:

1. Proper Lead Management

Depending on the nature of the business involved, it could take any time from days to months to convert a lead into a customer.  The longer a sales cycle continues, the more likely it is to lose leads along the way. Using a pipeline CRM software to manage this process would make it possible to identify top-quality leads and focus on guiding them into further stages of the sales cycle. This is because they have a higher chance of being converted, which improves sales efficiency.

2. Greater Sales Forecast Accuracy

Being able to accurately forecast sales helps build business stability as it helps the key stakeholders optimize and identify new business opportunities. Creation of more products is usually based on sales projection to avoid wastage of resources. Using CRM software properly over a long period can help a business analyze consumer behavior to know when there is going to be a spike or dip in demand. This allows them to tailor their operations accordingly and save money in the long run. One of the CRM challenges businesses may face here, according to SmallBusiness HQ, is the scalability of the CRM software. Choose a tool that grows with your business and you can continue to forecast sales accurately.

3. Better Market Segmentation

These days, marketing efforts involve a scan of the general public to find potential customers and analyze their underlying reason for being interested in the product being sold. This allows businesses to categorize their customers (new and existing) into different groups based on certain characteristics. Afterwards, it would be easier to target each category with marketing materials tailor-made for them. CRM software facilitates the collection of consumer data, so their trends and patterns can be analyzed. This information gained will let business owners calculate the lifetime value of each category when deals with leads start closing.

Endnote

Having a well-maintained sales pipeline is vital for businesses that are into the sales of products. Additionally, using a pipeline CRM software to reinforce sales efforts can improve it significantly and lead to a higher lead conversion, and more profit for the business in question.

CRM Necessary for the Digital Transformation

You might find the statement “CRM has failed in the past” to be a bit strong and sweeping. But at the time I brought my company into the CRM space, the predominant phrase heard about the subject from salespeople was this: “CRM sucks!” Additionally, there wasn’t at the time (nor is there still) a clear market leader in the CRM space—even though according to g2.com, there are over 600 CRM solutions, and 10 targeted at bigger companies. These facts put together clearly demonstrate that CRM certainly has not succeeded in the past.

Much has been written about CRM—it’s importance, what it should consist of, why a company should use it, and so on. So what have I done differently with this ebook? Quite simply, I have taken a very objective look at the exploding state of technology, what that means to a business, how CRM must encompass it, and where we must go.

Whether you’re in the market for a CRM solution, or already have one but are curious about where today’s digital business world is heading, I think you’ll find this information very helpful. Drop me a line and let me know what you think!

Chapter 1: CRM Has Failed in the Past. Will It Now Succeed?

Yes, it’s true. Going back roughly 25 years ago to the original development of CRM and coming forward fairly recently, it could certainly be said that the first iteration of CRM applications has been a failure. They’ve been costly, incredibly difficult and expensive to implement, and additionally expensive to administrate. These factors comprised the first part of the failure.

Chapter 2: What Should a CRM Really Be Today?

A prime reason for CRM user complaints has been the amount of data entry required from users, especially salespeople—without any actual assistance and help back to them from the CRM solution. Sometime back a cry began to be raised by users for CRM to be simplified and made easier when it came to data entry.

Chapter 3: Here’s What We’re Doing About It

Interestingly, we brought Pipeliner into the marketplace at a time when the market was actually overrun with CRM applications. One could certainly ask, with some justification, why we did this.

Chapter 4: How Is CRM Helping Today?

Now let’s take a look at how and why Pipeliner factually and practically empowers salespeople. If you utilize CRM anywhere at any time, this could be very valuable information for you.

Chapter 5: Where Must CRM Be in the Future?

Now, where should CRM be as we move out into the future? And how should CRM relate to the ongoing digital revolution?

Chapter 6: If You Don’t Have CRM Today, You’re Sunk

For our final chapter, let’s talk about why CRM is so vital today—and why it is that, if you don’t have it, you’re not going to make it.

In this series of blogs on the role of CRM in 2020, we’ve discussed the role of the customer experience, and the battle between the “suite” approach, and the best-of-breed approach. Now we come to the specifics of the CRM application itself.

At Pipeliner CRM, we evolved something called the Product Philosophy Wheel, which describes our approach, and which I believe describes the future in technology:

In describing a CRM, we’re focusing on two parts of this wheel, processes, and technology (because we are describing CRM, the third part of the wheel—people—will be not addressed in this article).

Here I’ll quote renowned management consultant and author Peter Drucker:

“Efficiency is doing things right, while effectiveness is doing the right thing.”

First, let’s talk about why we at Pipeliner feel that our system is the most effective CRM for 2020.

Effectiveness and Efficiency

For an analogy, let’s go back 100 years, and say we’re out in the woods and want to build a cabin. To do so, we need to cut down a number of trees for lumber.

One tool for the job, and the most traditional one, would, of course, be an ax. That would be an effective tool. But even a little way into the 20th century, we find one that would be far more efficient—a chainsaw. Both tools would do the same job, but in the end, the ax isn’t the exact right tool. The chainsaw will save considerable time and effort over the ax.

Like the chainsaw in our example, our tool is, first, the only really effective one for sales, and second, the most efficient one. Certainly, there may be many other CRM applications that could be effective in some ways—but which would really be the most efficient? That would be remarkably easy to use and would rapidly onboard for salespeople and sales managers?

Technology

Part of the reason for Pipeliner’s efficiency is the care we have taken with the technology behind it. For many years we developed on the Adobe Air platform because it was the only platform at the time which allowed us to take our approach of Instant Dynamic Visualization. Back then, web technology did not possess libraries and components which would allow us to execute and implement features we felt were necessary, so salespeople could be both effective and efficient. It took us more than 4 years, when we finally had a web technology equal to Adobe Air, to make the full transition to the Cloud. We now make use of the very latest technology, such as the AngularJS web application framework.

Cybernetic Principles

The methodology we have applied all the way through our development is cybernetics, the “science of implication” which originated at MIT. In development, we examine each possible user group—the salesperson, the sales manager, and C-level executive—and work to make Pipeliner as simple as possible for each of them. The application of these principles resulted in Instant Dynamic Visualization.

Visual: Because a picture communicates so much faster than text, we evolved a completely visual CRM, which has resulted in the fastest adoption and most enthusiastic reviews of any CRM on the market.

Dynamic: But it wasn’t enough just to make it visual—it also had to be dynamic, because the world, especially the business world, is constantly changing, as is the data within it. CRM has to be able to totally keep up and change also, as CRM is the principal tool used in dealing with customers.

Instant: The “instant” part is about time, as there needs to be little to no latency when it comes to a CRM. Users need to have the latest data, in visual form, right now.

Setup and Onboarding

Setup must happen rapidly, too, as nobody has time for complex setup and weeks or months of onboarding. For that reason, we’ve also heavily invested in the back end to make it smooth for everyone. Our unique administration interface is one of our core differentiators and reduces the time, cost and learning of CRM in the enterprise space. We’ve even made it so that no full-time CRM admin is required; any person with computer skills can learn to be an admin.

Only a few years back, the importing of data into a new CRM, and cleaning of that data was problematic. Today technology makes that easy, as well. On top of that, you can now connect to your favorite applications through API, and flow that data back and forth. It’s a totally different game.

Training

One facet that has not changed over the years is that users must be trained. The faster and easier they can be brought on board, the more they will actually use the CRM—which, after all, is the whole point. We have made learning CRM incredibly easy, with most users able to come up to speed in a matter of hours, instead of days or weeks.

We do realize that in some respects, the training never ends because we’re constantly upgrading the product. For that reason, we have a bullhorn icon at the front of the product that will tell you what is new. Through our written and video materials, we also increase general understanding of the overall product so that new features and functionality are almost expected—they make sense. This makes learning even easier.

When it is required, our topnotch technical support is there to teach perhaps the 2 percent of functionality that might have not been communicated in the training.

Focus

Many CRM developers today are trying to concentrate on as many different features as possible, trying to capture all imaginable bells and whistles, industries and markets
instead of remaining focused on what they might do best.

As an example of focus, let’s examine legendary automotive manufacturer Porsche. One of the best car engines on the road is one they have been working on and improving for years: the Porsche 3.5 liter engine. That is a true example of focus. On the more modern side, we’ll see in the next few years who will win the focus on electric and hybrid automobiles.

In our case, we have focused on the most important aspects of CRM to make them as cost-effective and useful as possible for salespeople. Our CRM, while used for sales management, has been developed mainly for sales reps. If you provide a real benefit to salespeople, management will get what they want—the data for excellent reporting. Therefore we have the most flexible and easy-to-use report engine in our industry.

Besides the examples we’ve already given, we’ve made it possible, because our development on our backend, to reduce administrative time to almost zero. Compare this to other CRM systems that require one or more full-time administrators.

Our focus is not to be the “end all” CRM for all industries. We have focused on B2B sales. The only real customization required is to use our templates for your particular business and to adapt it to your individual sales process—all of which can be done in almost no time.

Processes

The revolution we are embracing deals with the future of automation. It deals with the slickness of putting processes in place and automating as much as possible—processes for sales, marketing, C-level executives, accounting, and all the rest. Human beings don’t operate 24/7, are not free from failure, and take sick and vacation time off. Technology is none of those things, so the more we can automate, the further ahead we’ll be. But we’ve reached the point that humans cannot live without technology any longer.

Our new version, due out this March, will bring all of this focus to a brand-new level. Stay tuned!

The world of the future will be an even more demanding struggle against the limitations of our intelligence, not a comfortable hammock in which we can lie down to be waited upon by our robot slaves.
― Norbert Wiener, The Human Use Of Human Beings: Cybernetics And Society

In researching my new ebook Achieving the Impossible, Lessons from the Apollo Space Program I of course ran across much information about the automation of many sectors of society. At the time of the Apollo space program—the 1960s and the 1970s—research was occurring at MIT and elsewhere into the blooming science of cybernetics.

Cybernetics originated with American mathematician and philosopher Norbert Wiener. In 1948 he defined cybernetics as “the scientific study of control and communication in the animal and the machine.” Cybernetic pioneer W. Ross Ashby also referred to cybernetics as the “science of simplification.” Today cybernetics have had a profound impact on software, including our own CRM software.

Human Action at the Core

One impact of cybernetics, in modern software application, comes down to algorithms that pull information from a broad system, or from a general data source such as the internet. But it all comes back to humans interacting with a computer. The human acts, the computer gives information back, the human takes further action.

We saw in the moon landing the perfect example of human-computer interaction. During the descent to the moon, a computer error message occurred which, left alone, could have actually resulted in a mission abort. Between the flight and ground crews, they were able to override the error message and land safely on the moon.

If in the future we eliminate the human factor—as has been suggested by some scientific authorities—then everything would come back to only algorithms. But algorithms were created for specific scenarios, and aren’t actually alive, so cannot possibly be a perfect match for the real world in every instance.

On top of that, humans themselves have become more and more complex, and cannot possibly be addressed by algorithms only. As an example, today we have many more intercultural relationships than ever before—which merge varying aspects of 2 different cultures. The child of one of these relationships absorbs characteristics of both cultures into his or her life.

Complexity has certainly found its way into sales, too. Today’s sales landscape is far more complex than that of even 20 years ago. For that reason, we are directly applying cybernetics to Pipeliner CRM to simplify this complex sales landscape for salespeople and sales managers.

Cybernetics smoothly assists the human-computer interaction and also assists users to simplify data and use it.

Data Interpretation and Use

A common complaint about traditional CRM software, in the past, has been that data input was complex or difficult. Today, however, this issue has been solved, especially by CRM solutions such as Pipeliner.

A much more pertinent issue is what kind of insight the user is gaining from CRM data. This obviously has to do with how the user is interpreting the data—but it also has to do with how intuitive CRM is, and how the data is presented for use.

In the human-computer relationship, it is always the human in charge. Likewise, when it comes to a salesperson or sales manager and sales automation (such as CRM), it is always the salesperson or sales manager that is in charge. Automation assists in the analysis of data, but it must always be a human that draws the conclusions from that analysis. For that reason, at Pipeliner, we always place the human in charge.

In a similar manner, the sales manager requires data from salespeople, from the team, from the territory—but again the conclusion comes from the sales manager, and not from CRM. CRM can give the sales manager some insight—that’s why we call it insight—but the final decision will always be up to the manager.

The data in Pipeliner CRM is totally transparent—the sales manager sees the exact same data as the sales rep. The only difference is that the sales manager is able to view all the sales reps’ data, while a sales rep can only view data for that rep, not any of the others.

If a salesperson is well trained, the salesperson will interpret the data just as well as the sales manager. While the salesperson is being trained, the sales manager uses CRM data to mentor the sales rep, and instruct him or her on interpreting the data correctly.

We’re Addressing People

We can see that people are essential to both sides of the sales equation. In the end, the winning human-automation combination is aimed at marketing, selling to and—most importantly—helping people.

And there are a lot of them out there! According to the Population Reference Bureau, every single day Earth’s population expands by a net growth of 250,000 people. That’s basically the population of a small city coming into the world every day.

Where is this growth happening? In some parts of the world, it is happening dramatically, and in other parts, the population is actually declining. For example, Northern Africa currently stands at 229 million. In the next 13 years, that figure is expected to balloon out to 293 million. 30 years beyond that, the population is expected to reach 400 million. Parts of Europe, on the other hand, are declining.

What does this mean for our current world view? Every day, approximately 5,000 – 8,000 people are trying to travel by boat from Africa to Europe. This number, too, will increase. Is Europe ready for this kind of immigration? These people are from a drastically different culture than Europe and are and have often had much less access to education, if at all. This is the real challenge for Europe.

But every single one of these 250,000 people coming into the world every day, at some point, will buy something. They will be somebody’s customer. Today people expect to be treated as individuals, to have their particular needs and wants addressed. For that reason automation, today, has been tailored to keep careful track of buyer profiles.

So from both sides, it’s the humans that matter. As Ellyn Shook, Chief Leadership & Human Resources Officer, Accenture, has said: “Humans are at the heart of the digital revolution.”

Pipeliner CRM software is the perfect automated assistant for sales.  Get your free trial of Pipeliner CRM now.

In researching my recent ebook Achieving the Impossible, Lessons from the Apollo Space Program  I made a very interesting discovery that very much applies to sales CRM. Along with other history-making factors, the Apollo program, thanks to a person almost never mentioned in the news and history of the time, set the stage for the symbiosis between human and machine.

Margaret Hamilton

If you’ve never heard of Margaret Hamilton, it is because her name was conveniently left out of any historical mention of important people associated with the Apollo programs and lunar landings. It was only in 2003 that Hamilton received an award from NASA for her groundbreaking work, without which the moon landings would not have been possible. Additionally her work had much to do with the actual launching of the software industry.

In the early days of the software industry, software coding was, in fact, mainly a woman’s job simply because coding involved a lot of typing—something that many men eschewed, rather foolishly as we see in hindsight. But today this “background” task (that in fact helped save the moon landings) is very much at the forefront and exploding.

Hamilton was the director of the Software Engineering Division of the MIT Instrumentation Laboratory, which developed onboard flight software for the Apollo program. In just one notable example of her work, her design of systems software for the Apollo Guidance Computer included error detection that helped avert an abort of the Apollo 11 moon landing.

Symbiosis: Human and Machine

Hamilton’s work made it possible for what has become the symbiosis between human and machine—the computer is the co-pilot, not the pilot. This fit right into the Apollo astronauts’ ethic: they insisted on having control of their craft instead of turning it over to automatic control (autopilot). The necessity of having human involvement became very apparent when Neil Armstrong, instead of following what the computer was telling him to do, changed the landing site for the Apollo 11 LM (Lunar Module) because the original site chosen—and the one the computer program was guiding him to—was too rock-strewn for a safe landing.

Automatic pilot has been part of jetliner flight for many years, and many pilots won’t trust it for takeoff and landing. A number of years ago I was allowed to sit behind the pilot, in the cockpit of a jetliner landing in Los Angeles. He informed me he was taking it off of autopilot to land.

This kind of “autopilot” has even made its way into our daily lives. The latest software upgrade to my car allows for fully automatic parking, if I so desire.

But despite arguments and “innovations” to the contrary, automation should always remain the assistant to the person’s operation, as opposed to being given total control.

Relationship to Sales Automation

There has been an effort over the last 20 years to totally automate sales. In fact it was recently predicted that thousands of jobs would be lost as sales became totally automated.

There’s an opposing school of thought formed by myself and many others, that the salesperson will never be “outmoded” or disappear. A machine cannot interact with buyers, and address their specific issues, especially when it comes to complex B2B sales. But even in the B2C world, take a look at Apple: their stores are well-staffed with live salespeople, and those salespeople are an expected part of the buying experience.

Salespeople certainly use automation. But as with the Apollo program and with piloting jet planes, automation is their assistant—it will never replace them.

Pipeliner CRM-Sales Symbiosis

This school of thought has completely influenced how we designed Pipeliner CRM. We designed it to be the “co-pilot” for the salesperson. Pipeliner focuses salespeople, and provides the necessary intuitive and visual tools for them to control and stay on top of their opportunities. But salespeople are clearly the ones in change, and Pipeliner is there to back them up.

Not only have we made this symbiosis part of the creation of our sales CRM, but also of the way data is stored and synchronized. Pipeliner is the only CRM system with both online and offline capabilities. We didn’t want a salesperson to have to rely solely on cloud data centers; what would happen if the salesperson, for whatever reason, didn’t have internet access? With Pipeliner the complete CRM, with all data, is still there. This approach cost us 4 years of programming effort—but for us there was and is no other way.

Automation is the assistant, the co-pilot, and today is a totally necessary one.

Pipeliner CRM is the best assistant a salesperson or sales manager could have.  Get your free trial of Pipeliner CRM now.

Introducing Pipeliner CRM 11.0, which we have named Continuity. With this version, we are demonstrating absolute continuity in streamlining and supercharging sales activities throughout the world.

A salesperson, every minute of every hour of every day is performing activities. Everything is an activity: the sending of collateral, a call, a task, a meeting, an appointment, or anything else of this nature. Tasks and activities, successfully completed, make it possible to move opportunities from stage to stage of the sales process—creating continuity throughout the sales pipeline. Hence, it is the enhancement of Pipeliner CRM’s powerful Sales Activities functionality that is at the heart of this release.

The name of this release—in a similar way to our last several major releases of Pipeliner CRM—was taken from an ancient work, the Law of Continuity. The Law of Continuity is a principle introduced by German mathematician and philosopher Gottfried Leibniz in 1701, that states, “Whatever succeeds for the finite, also succeeds for the infinite.

Sales Activity Management

Pipeliner CRM Continuity presents a number of key enhancements to Pipeliner’s sales activity management features—several of which can be found in no other CRM application.

• Attach the same activity to one or more accounts, contacts, leads or opportunities–anywhere it applies–with Activity 1:N

• Create and set recurring tasks, so there is never a need to create the same task every time you need it

• Set a default appointment duration—if, for example, you normally give a standard presentation lasting 30 minutes, you can set a default duration for such meetings, and eliminate having to enter a duration again for this type of appointment

• Set a default length of time for a reminder before a task, such as an hour before a call or appointment

• The Appointment Planner instantly informs you of the time zone your prospect or customer is in, when setting an appointment

Other Enhancements

As always, we have brought other major enhancements to Pipeliner CRM with this release, including major additions to our Product Catalogue feature, new Reporting features, and several robust additions to Pipeliner Mobile CRM.

Learn more about Pipeliner CRM Continuity.

Pipeliner CRM is instant intelligence, visualized. Try a free trial today.