I am a firm believer and a big advocate that you should have and maintain a CRM (Customer Relationship Management) system and cannot understand why any organization would run their business without one. You often hear the negatives about CRM, that the management or sales team doesn’t buy in and if they don’t drink the ‘cool aid’ then the system fails.

Yesterday was my “aha” moment when I realized that even the greatest advocate “me” can also have a CRM that is not working for them to the best effect!

It has bothered me for quite a while that internally we have not been tracking our sales funnel using our CRM. I won’t bore you with all the details of the manual process that we have been using, as business process automation specialists we should certainly know better, but as so often is the case, as the old “English” expression goes  “a Cobblers kids never have shoes!” My other excuse has always been that I am not technical so it isn’t my role to set this up.

One of our business partners had offered to go through and teach me how to create opportunities in our system, which I was frightened to tackle as I didn’t know where to start.

What was so great about this session from my perspective is that it wasn’t about the technology, sure there was a tool to use, but it was more about defining each step in the process and once defined putting the information into the tool.

The funny thing is that of course when we talk to partners about how to approach their clients about business process management solutions, we regularly tell them that the hardest part is defining the process – the tool that we have will just do the job. Yet I as an experienced vendor of such an application had not implemented the same methodology into my own internal system.

I also realized that as a non technical user that we are really the drivers for using systems we know in our heads what we are trying to achieve and it takes a great consultant to have a conversation with you to dig into your mind and to teach you how to best use your internal tools be they CRM, ERP or Business Process Management.

So I would like to thank Charlie Kemmerer of CRMPlus Consulting not just for his time and patience, but for his great insights. Not only did I learn how to use my CRM, I learned real time how to define my process and I gained some confidence in how to use my tools. Plus I learned what it is like to be a Customer who doesn’t know what they don’t know about their application, but does know in their mind all the answers to the process that they need, to make their solution work for them.

I now have a lot more work to do to finish the job I started but at least I have the insight on where to start.


CRMPlus Consulting, a business automation solutions specialist for Customer Relationship Management (CRM) software applications, is pleased to announce the successful implementation of Sage SalesLogix for University Community Health (UCH).  

“UCH chose SalesLogix because it provides an easy to use and easy to upgrade platform”, states Charles Kemmerer, president of CRMPlus Consulting. “They chose us to implement it for them due to our approach and extensive experience and understanding of the medical industry.”  

CRMPlus Consulting has configured SalesLogix as a territory management tool for UCH and their Physician Liaisons.  This allows them to manage relationships and scheduled ‘touches’ with important physicians, as well as developing and managing new physician relationships. SalesLogix has also offered the ability to implement processes to allow the Liaisons to easily track and manage physician issues through to completion.  


A publicly traded company, Concurrent Computer Corporation displays technological innovation on a daily basis. From the creation and support of video-on demand systems for digital cable and DSL providers to the creation of flight simulators for the military, Concurrent has a technical mastery of all facets of their business. The one skill that eluded them prior to meeting the CRMPlus team was customer relationship management. CRMPlus hit pause on more than 15 ACT! systems and their biweekly consolidation, and replaced them with a more streamlined, effective and proven solution. Read more …