CRM implementations come in different shapes and sizes, and largely depend on your company’s goals and prioritization of the system’s features. But in any CRM implementation, there is a right way and a wrong way to do it. The right way to implement CRM is to have a strong focus on your users and their involvement throughout the implementation. More than any other factor, user adoption is what determines the outcome of a CRM solution. Users are much happier using a system they are invested in rather than one that’s forced on them. Users who aren’t happy with the new solution will resist converting their everyday work to the system.
Here are some steps from Toolbox.com that can lead you to a successful implementation:
Do your research
Part of the secret of being successful with a CRM implementation is to pick the right system to implement. Decide what features are important to you and then winnow out the contenders.
Simple is better than complex
As much as you can, make sure the complexities are hidden by the user interface. An overly complex system will turn users off on the system and make them reluctant to use it.
Ease into your CRM system gradually with a pilot program to make sure everything is working for your business.
Limit the busywork
One of the major causes of failure of CRM systems is that users resent what they see as busywork – data entry and other tasks not directly associated with selling. Of course some data entry and associated chores are absolutely to make a CRM system work, but limit this as much as possible. Try to keep your sales staff focused on selling.
Use managers as trainers
This not only provides help readily at hand, it builds confidence on the part of the users.
Make executives use the system
Everyone should use the system to enter information, generate reports and dashboards and so forth.
Articulate the benefits
Make sure everyone understands the benefits of the CRM system and don’t be hesitant to talk them up. Remember this is a campaign, not a one-time effort. You have to constantly sell the CRM system to your people to ensure adoption.
Don’t support multiple systems
Some people, especially in your sales staff, are going to want to continue doing things in the ways they are comfortable with. Discourage the practice by refusing to accept reports and other work in anything but the new CRM system.
Read the full article on Toolbox.com for a more detailed look at the steps above.
Considering a CRM implementation? The Microsoft Dynamics CRM Starter Pack Bundle from Turnkey Technologies gives you everything you need to kick start your CRM and saves the average customer $3,750!
- 5 Microsoft Dynamics CRM user licenses
- Server license
- First Year of Licensing Software Assurance
- Professional services for Installation, Basic Implementation and Training