When Your CRM Problem Is Actually a Process Problem

Early in my career I worked in manufacturing. Not in an office managing manufacturing, on the floor, in the detail, figuring out why a production line wasn't hitting its targets. What I learned very quickly is that when something isn't working, the instinct to fix the machine is almost always wrong. Most of the time the machine is fine. The problem is in the process around it, the sequence of steps, the handoffs between people, the decisions being made without good information. Fix the...