I love it! It also was an eye-opener, because a few of the don'ts were where we have stumbling blocks at the moment.

I particularly like the phrase 360 degree view of the client and the detail on this page. At present, each department has a different relationship with the client when we should be having a part of the same relationship. We think we have a customer-centric view in our departments (sales, marketing, service), but I think we have a department-centric view of our clients and I will focus on bringing this together with Maximizer.

The choosing a direction page is excellent - turning sales & marketing staff into data entry clerks doesn't work. This is definitely right and I like the emphasis on empowering the staff and CRM evolving. 

In CRM maturity, I really like the part about managing our business (through KPIs) as a by-product of people "just doing their jobs" - this really made me think. At the moment, I think Maximizer is seen as an 'extra' activity'.

In the big question, WIIFM, this made me refocus what we are doing with CRM and that, as an administrator, I'm not sure I put myself in the user's shoes enough. I also realised that, in this whole process, we haven't asked that question of our team or helped them to find the WIIFM factor.

In education not training, I love the questions e.g. What's in it for the company etc. and will restructure my education sessions around those points - I've just realised that I've scheduled 'training' for next week, so will change it to improve the buy-in.

The most effective part is the what works & what doesn't - most poignant is the statement "signing off a CRM presentation as 'done'".  I looked back through all our monthly reports and saw Maximizer installed, Maximizer launch & Maximizer project completed.