1. CRM Chapter 12 SMB CRM

2. What is small business?  Official Small Business Association (SBA) Definition:  A company with 500 employees or less and revenues of $6 million or less

3. Differences: Big v Small  SMB  Nimble but not big  Modular CRM strategy  Undeveloped corporate policies and procedures  Spending is more intuitive  Employee is often quite near the senior executives through past relationship or company structure

4. Fortune 1000-Level Enterprise  Powerful but not inflexible  Enterprise-wide CRM strategy  Manuals defining specific policies  Spending is highly regulated  Senior management has a group of direct reports, indirect reports, and never know most of the employees

5. Culture Shift  FROM ACT to CRM  Salesperson needs to integrate with rest of company for overall CRM effectiveness  Managing multiple versus defined roles  Processes and boundaries constantly in flux

6. Challenges  SMB budget restrictions and resistance to change  Ability to create cross-organizational teams  Technology that delivers modular capability while keep big picture integration in mind