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 "Our Take"
| | About
"Our Take"
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
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9/7/06 - Drilling Down with References
Accepting the first answer from a reference might not always tell you the whole story. Many of you wrote that the key to researching a good reference is asking the secondary questions.
One reader suggested, "The key to using references is to drill down when you ask questions. Questions like 'How do you like the system' are good icebreakers, but tell you very little. Get into more detail and more objective questions to find out how the system is really functioning. Find out what happens when things don't go well."
For instance, you might ask how often the system goes down. What type of help do you get when the system is unavailable? How often do you have to call for technical support? Things often go wrong. An understanding of what to expect during crisis can tell you plenty.
Gary Lemke, Publisher
(Share your thoughts)
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