FEB 21

Change Management

Key Factor for a Successful CRM Implementation

As this survey on customer relationship management systems shows, CRM has increased in popularity in recent years. CRM is no longer a tool for just for sales, marketing and customer service. Its integrated customization tools allow you to go even further by automating many aspects of your business and by optimizing your operations.

However, despite its numerous benefits, some still hesitate to adopt CRM. This is becoming more and more important as a CRM is becoming an integral part of the day-to-day business activities. Whether this reluctance is due to the time required to update the systems and information or to an unwillingness to share knowledge, change management is a key factor for the successful implementation of a CRM system. It is important that you have everyone on-board from the beginning as the success of an application highly depends on how it is used (or not being used!) across you entire organization.

This is why the decision to implement a CRM should not be taken lightly, as it is a strategic choice that will have a direct impact on your business. Choosing to streamline your processes, centralize all your data and improve communication between your departments has the potential to turn your resources’ current work habits upside down.

Here are some tips to successfully achieve your implementation project, without alienating your team:

  1. Clearly identify your processes: you need to know who is working on what and how.
  2. Set precise objectives: discuss your vision with your implementation partner to find how to adapt the solution to your business in order to fully benefit from it.
  3. Take it one step at a time: by assessing the project gradually, you will be able to evaluate each objective before tackling another therefore helping people ease into the new system.
  4. Designate a person to train your resources: this “super user” will be able to help the other resources manage the change and thus help them better appreciate the use of this new simple and familiar interface.
  5. Ensure the involvement and buy-in from Management: by getting the project backed by Management, you will send the message that you are truly convinced by the benefits of this solution, which will encourage all resources to be involved.

Once the system has gone live, it is also important to follow-up with the users and see if there are any processes that could be further improved or need to be changed as the practical application does not lend itself well in the current set-up. It is important to know about these roadblocks as this is one of the main reasons why people won’t stick to a new system. By continuing the process of re-evaluating your current processes on a regular basis, it not only pushes the entire company to get on-board with the project but it helps you to continue to evolve and motivate your employees to become more efficient.

By following each of these tips, you’ll ensure a higher adoption rate for the CRM, a streamlining of your processes and will help you ensure a higher ROI.

Check out our infographic on The Key Factors for a Successful ERP Implementation to learn more.