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West Michigan Tag

DPT is proud to support our West Michigan Veterans through sponsoring an event benefiting Folds of Honor, especially a week before Independence Day, for which so many have sacrificed for us to continue to enjoy. Folds of Honor has a tremendous mission to provide educational support to spouses and children of America’s fallen and wounded soldiers.

This year was West Michigan’s 1st Annual Patriot Golf Tournament at Sunnybrook Country Club. DPT’s Jack Kelly, Amy Flick, Henry Morley, and James Reinhardt participated in the tournament put on by a host of volunteers and organizer Brad Laackman. What a great time had by all, supporting a great organization and cause!

Jack Kelly probably shot the longest drive of his life – one of the most unusual features of an event based on supporting our military was the ability, under close supervision, to “drive” a golf ball from a rifle. Here’s the mark that was left on the ball after its 360 yard firing:

DPT is not only happy to support a great patriotic cause, but this is also part of our broader core values of community involvement. We have supported a number of local organizations, ranging from Bethany Christian Services, to Grand Rapids Active Commute Week. If you’d like to learn more about that, please visit our Community Involvement page.

If you’re interested in donating to Folds of Honor, please go to www.foldsofhonor.org

My wife Julie and I are both West Michigan natives with a passion for family and community. Our two sons, Caleb and Hunter, both attend Grandville schools and are involved in extracurricular activities from cycling to robotics. We are firmly rooted in the community and value our family and friendships that we have established over the years.

In business, I have been fortunate enough to experience tremendous growth throughout my career while working for great companies. These companies have ranged from small to large, which has provided me great insight into cultural assimilation, methodologies, practices and ultimately leadership. My roles within these companies have ranged from technical, to project leadership, to my most previous role as Chief Operating Officer.

As with all career decisions, I thoughtfully considered DPT after partnering with the company and developing a strong relationship with the leadership team. Following several months of dialogue, it was evident that the vision of DPT was closely aligned with my values, core competencies and ultimately my professional vision. In having met several DPT clients before coming on board, the client relationship focus and value was evident, adding icing to the proverbial cake.

I am looking forward to coupling my experience with the professional powerhouse of analysts and technical architects DPT has on staff. I believe in today’s technology world, there are significant opportunities for DPT to add tremendous value to the existing portfolio, ranging from business intelligence to field services. Ultimately, it seems natural to add additional data driven applications, analytics and clean data to the Customer Relationship Management (CRM), Business Process Management (BPM) and Project Leadership (PL) practices DPT has today.

When considering the growth of data over the past several years, DPT has the ability to help the market bring even more meaning to this data. It is estimated that 1.7mb of new information will be created every second for every human being on the planet by 2020. It is also estimated that more data has been created in the past two years than in the entire previous history of the human race. These statistics among many similar statistics surrounding data were of interest to me as a business leader and are of equal interest in helping drive clean and meaningful data for our clients. As the saying goes, “knowledge is power” and I am looking forward to getting this knowledge into our client’s hands.

I am excited to bring my leadership ability in business and technology as well as my strong partner and client focus to DPT.

Read more about Dan McGraw in his bio >>
Connect with him on LinkedIn >>

Have you heard of the CRM Death Spiral? Maybe you’ve experienced it. Over time, people stop using CRM because it doesn’t work for them, the data isn’t meaningful, and they don’t have the training and processes in place to know when and how to use it. So they gradually stop keeping it up to date. When this happens, the reliability and usability of the data decreases even more, which leads to less confidence in the CRM solution, which leads to less use of the solution… and the cycle continues.

If you want to get your CRM back on track, or are wondering how to get started with CRM the right way, here’s a look at the top five CRM success factors to help you avoid the Death Spiral:

1.Don’t ignore user needs

CRM strategies are more likely to fail if compelling reasons for adoption aren’t provided to all users. For example, most sales people believe CRM is “big brother software” instead of a solution to help maximize their selling time and close more deals. Proper CRM strategic planning and design should provide obvious and clear value to the end users – to be more efficient and effective, AND to management – to enable better decision making.

2.Include people and process change factors

Many CRM projects that fail are driven by a “load the software, train the users, and we are done” mentality, which severely limits chances for success. This approach ignores the potential for users to revert back to past practices. Successful CRM takes a comprehensive approach that promotes user adoption, best practices, and continuous improvement.

3.Use the correct sequence

Selecting a software package first will lead most CRM projects right to failure. Likewise, defining processes and functionality before aligning the strategic drivers and measurements will also lower success rates. The proper sequencing of business strategy alignment, process standardization, requirements definition and tool selection is a key factor in determining success.

4.Define business metrics

“What gets measured gets done.” This philosophy applies to CRM via management of sales (close ratios), marketing (campaign ROI), and customer service (resolution efficiency). Without an accurate compass CRM projects can drift away from what is truly important. Properly tied to business drivers, metrics are the necessary feedback component that drives improvement.

5.Don’t eat the elephant all at once

Scope control is important. Well-intentioned projects can go awry with trying to take on the world or focusing too narrowly on a small piece of functionality. Use of proven Project Leadership techniques for effective scope, stakeholder, and resource management will increase the odds of success with CRM.

Let DPT show you how to avoid the CRM Death Spiral. Through our focus on success factors such as solid change management and project governance, DPT can help you drive user adoption, develop meaningful metrics, and build continuous improvement processes to provide real business value and engagement over time. Contact us and we’ll be happy to discuss your unique needs.

I am very excited to be a part of the DPT team where so much of my education and experiences come together to better serve our customers. One could call my education and career path downright eclectic. With a technical background in computers and advanced degrees in intercultural studies and counseling one could wonder what common denominator they share: Each of them, at their core, are people and solution-focused. The same can be said about DPT. I am encouraged that DPT puts their focus on the customer and problem-solving first, and when necessary, using technology as part of the solution. Taking the time to listen to the clients’ issues and problems in order to thoughtfully resolve them is a key strength of the DPT team and one that attracted me to join them.

As a Michigan native, I have lived in the Greater Grand Rapids area for over 25 years and thoroughly enjoy the variety the area offers. From great entertainment venues and restaurants to the many parks and hiking trails in the area, don’t be surprised if you spot me at a favourite restaurant catching up with friends or taking a walk at a local park with one of my canine roommates.  Filled with some of the most giving and gracious people, West Michigan is a great place to live and work. I am grateful for the opportunity to be part of a company that believes in building strong relationships with a focus on local companies.

 

Read more about Diane in her bio, and find her on LinkedIn.