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Crm star wars when marketing is from venus and it is from mars




CRM Star Wars: When Marketing is from Venus and IT is from Mars

Inherent tensions exist between marketing and IT. This is often compounded by lots of cross-talk, with each function on different channels. When tension becomes unresolved conflict, CRM strategy is impossible to execute. To avoid clashes, it helps to understand that CRM is not just about the exchange of information, it's about the exchange of relationships. And every effective relationship includes a fair amount of conflict. The key is in how you handle it.

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Conflict as a Catalyst

Conflict is a fact of work life. It can be especially pronounced when the two parties involved see the world from different lenses, as is often the case with marketing and IT. Conflict can be the catalyst for creativity resulting in innovative, productive teams. It can also be the catalyst for emotionality, polarizing people and generating counter-productive behavior. Let's look at the following scenario to see how conflicts can be managed.

Situation:

Executive management wants to encourage the use of teams to streamline decision-making and communications during CRM implementation.

Marketing:

You are the marketing vice-president, co-chairing the CRM cross-functional implementation team. You know little to nothing about technology implementation but you really believe in the CRM philosophy and the power of the technology to make things happenfor the sales force. This week two key people from the IT staff, who were supposed to be on the CRM team, did not show up for the weekly mee