Delivering for Best-in-Class Wholesaler-Distributors
NAW-Why CRM Is Fast Becoming a Standard Business Practice and Essential Tool

Why CRM Is Fast Becoming a Standard Business Practice and Essential Tool

In my research for my book, Getting the Most Out of CRM, I found that the majority (61%) of wholesaler-distributors surveyed already use CRM in implementations that range from basic to advanced. If you’re looking for perspectives to get to a “go” decision for adopting CRM or expanding its use at your company, here are five strategic findings that may help you: Distribution leaders [...]

NAW-What Is Client Relationship Management or Customer Relationship Management (CRM)?

What Is Client Relationship Management or Customer Relationship Management (CRM)?

CRM can mean many things to wholesaler-distributors. It’s a software and sales automation tool, of course, but CRM can also be viewed as a strategy or process, depending on the business experience, technology affinity, and sales orientation of the wholesaler-distributors we encountered.  Looking for more Benefits of Adopting a Customer Relationship Management (CRM) Click here to receive [...]

NAW-Top 10 Benefits of Adopting a Customer Relationship Management System (CRM)

Top 10 Benefits of Adopting a Customer Relationship Management System (CRM)

1. Manage customer contact information. Perhaps the most basic of benefits, CRM helps salespeople create and maintain a database of customer information from basic information about names and positions, to personal information about business goals, professional affiliations, and family members. 2. Manage sales pipeline or territory results. CRM has the potential to transform a salesperson [...]

NAW-7 Strategic Findings Regarding the Adoption and Use of Digital Tools

7 Strategic Findings Regarding the Adoption and Use of Digital Tools

We have identified seven strategic findings for wholesaler-distributors, especially for the leaders who will set visions, define goals, and drive execution: 1. Digital tools hold promise and peril for distributors. As intermediaries between customers and suppliers, distributors hold the knowledge, information, and data that drive the value chain. Digital tools can help harness those data and [...]

NAW-Top Concerns Distributors Have About Adopting Customer Relationship Management – CRM

Top Concerns Distributors Have About Adopting Customer Relationship Management – CRM

We found that wholesaler-distributors that have not adopted CRM are cautious, seeking greater assurance that their investments of time and cash will deliver results for their businesses. Few distributors reject the premise that there is a fundamental need for automation of the sales management process, much as automation has improved other aspects of their business. Despite wariness expressed [...]

NAW-6 Customer Buying Behaviors in the Era of Digital Tools

6 Customer Buying Behaviors in the Era of Digital Tools

We asked wholesaler-distributors to share their views on evolving customer buying behavior in light of e-commerce and other digital tools, and then we organized responses into six common descriptions, as shown below. These findings are a starting point for each distributor to understand its own customers and for beginning to develop strategies for a new or upgraded customer experience.Customers [...]

NAW-4 Ways to Utilize Data Collected from CRM Analytics

4 Ways to Utilize Data Collected from CRM Analytics

Our conversations with executives and sales leaders for my book, Getting the Most Out of CRM, identified four immediate analytical uses for the data that CRM can provide: 1. Account profitability: One wholesaler-distributor is already using data to segment customers on two dimensions: valued services and account profitability. On the first dimension, valued services, sales and marketing teams [...]

NAW-3 Benefits of Adopting CRM for Sales Leaders

3 Benefits of Adopting CRM for Sales Leaders

Our interviews with principals and sales executives for my book, Getting the Most Out of CRM, identified three primary benefits of CRM for sales leaders, each of which helps to stretch the sales leader from tactical execution to strategic contribution: 1. Improving sales forecasts: In many distribution sales organizations, a salesperson’s goals are determined by top-down allocation of the [...]

NAW-3 Success Factors Helpful in Building Your List of CRM Vendor-Selection Criteria

3 Success Factors Helpful in Building Your List of CRM Vendor-Selection Criteria

When I interviewed wholesaler-distributors for my book, Getting the Most Out of CRM, most executives described selection processes that are practical, flexible, and not overly burdened with formal requirements or procedures. That’s not to say that these approaches were necessarily swift, however. Some were, but almost all wholesaler-distributors emphasized that making the best possible choice [...]

NAW-Your One-Two Punch for Digital Competitiveness

Your One-Two Punch for Digital Competitiveness

In today’s fast-changing markets, the adoption and use of digital tools are helping wholesaler-distributor executives position their companies for increased profits through superior customer experiences and differentiated, productive, and efficient services. Success is about having a digital strategy and following through with smart execution. It’s about knowing where to go … and how to get [...]

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