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How to make accounting and CRM systems play nice

David Taber | Sept. 4, 2014
Last week, I submitted an expense report to a client. The accounts payable representative made me revise the report four times to put things in the right buckets and correct a $1.04 error. (Really.) Of course, I can't charge anybody for his or her time, and the A/P department is really busy because it's "understaffed." (Uh-huh.)

Of course, you need solid foreign keys and cross-references that support integration and reporting, but that's infrastructure. From a user-experience point of view, there's a virtue to us vs. them.

The meta-lesson here: CRM is a representation of user culture. To serve its business purpose, it must have high adoption by sales and marketing users. Mixing in the process discipline of accounting into the culture of sales, where "it only has to be good enough to make the sale," will undermine — at least in the short run — the effectiveness of your CRM system.


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