10 Steps for a Successful CRM Implementation
With more than 21 years of experience as an IT support person and software developer, Nancy Keddy, Co-Founder and CEO of Touch Ahead Software, has "seen and heard about many CRM implementations that have gone poorly, but [has] also had the pleasure of being involved with many successful implementations."
In our white paper, "10 Steps for a Successful CRM Implementation," Nancy makes critical points on key elements that organizations must consider when considering a CRM implementation.
Without considering these key elements, a company's CRM initiative could fail. Read the white paper and see what valuable information you have yet to discover about correctly choosing and implementing a CRM solution!
Here is a preview of the contents of the white paper:
1. Business Process
When implementing a CRM solution, the organization as a whole needs to become accustomed to the application. Successful companies use CRM as a tool to give them the information they need so they can be more effective. When you implement a CRM system, you cannot hold the preconception that people do not like change or that everyone has their own way of handling information. Let us be clear here, it is not about each person individually, it is about the team as a whole. It’s about the organization’s goals and achieving them, which in the end benefits each person.
Hold your team accountable and get your statistics from your CRM. Do not allow users to provide other sources for their information. If they had ten meetings in a month, the CRM should have a record of those ten meetings.
Garbage in, garbage out! In order for the CRM to work optimally within your organization, you must ensure your users enter content completely and consistently. This way, the information you get out of the system will be helpful to you and everyone else.
2. Ease of Use
Ease of use allows for a smooth user adoption experience. Day-to-day activities need to be simple and quick. CRM is about having information at your finger tips. Managers need to access the pipeline and statistics quickly. The whole team needs to be efficient. Adding key information needs to be quick and simple, and it needs to follow the work flow. For example, if certain users are fast on a keyboard, the CRM should have keyboard equivalents to get through the process with less mouse clicking...
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10 Steps for a Successful CRM Implementation
Building A Relationship With Your CRM
Ask anyone you know if they are using, or have used a CRM solution and you are bound to get the same response...What a painful experience!
Why is it that users see CRM as a hindrance, and not a productivity tool? The answer lies in the selection process and the way it is implemented. Most users are told that a decision has been made on a new CRM solution, and the training will begin on Monday. How would you feel if someone else made the decision to put you in a new car, or dress you in a new outfit, not great huh?
Selecting A CRM Solution
Here are a few suggestions that will make this whole experience less painful:
1. Get users involved early in the selection process. They will have a vested interest in the outcome.
2. Solicit user feedback on possible enhancements and new functionality.
3. Reward power users with bonuses and get them to talk about how they use CRM.
4. Provide proper upfront training and plan for periodic updates.
5. Get senior management involved by using reports, this will show the importance of user adoption.
6. Keep making improvements to the existing CRM solution. You business is changing and so should your CRM solution.
A successful CRM project really depends on user adoption, and you can make this a reality by taking a few extra steps.
Top down support is crucial, and giving the users a voice is a key. Be sure to keep them involved as your CRM solution evolves. You want your users to say they could not work effectively without their CRM solution.