May 27, 2017 Flopez
7 tips to successfully implement a CRM
Whether you have chosen a CRM provider or not, it is a good idea to prepare for the organizational challenges you can meet:
- What do the resources imply?
- Do you need to make organizational changes?
- What are the objectives or benefits that you expect to obtain from the CRM system?
- Do you want a cloud or server solution?
When a new IT system is implemented, the entire organization needs to be synchronized. It has to be a combination of a set of official guidelines and personal participation. A good project manager is essential and the road to success lies in good internal communication. A CRM system is not just technology; It is a strategy and a philosophy.
Here are 7 tips to keep in mind when implementing a CRM system:
1. Anchoring in the upper management
It may seem obvious that a project involving all parts of an organization needs the participation of senior management, but to inspire and build credibility, top management is crucial. They promote opinion and culture in the organization and its early adaptation gives an effect of synergy throughout the organization. So to involve them!
2. Hire a Project Manager
When a new CRM system is implemented the most important person is the one who has the general management and the mandate to execute the project. The selected person should lead the project so that the steps are done and the objectives are met. It does not have to be someone from the management, but a manager with enthusiasm, passion and focused on the details.
3. Implement a Superuser
A superuser or a CRM manager is not the same as a project manager. This is the person in your organization who is assigned as the superuser of your new system. He or she simply loves the new system and wants to learn everything about it; When others in your organization have problems or need support, this is the internal person to go to, the “know-it-alls.” This person is also often the point of contact to the seller, will be the first to obtain information about the new version, etc.
4. Make Internal noise with your Launch
The mantra for real estate agents is the “location – location – location”. For the project director it must be “motivation – motivation – motivation”. Sell it!
Internal marketing is sometimes underestimated, but when you implement a new CRM system, you need to sell it to your colleagues. Make a cool article on your intranet, a poster, a special launch t-shirt, a launch party, etc. It does not have to cost a lot of money, but you must mark the launch and create the enthusiasm.
5. Have clear internal guidelines
As mentioned earlier in our blog posts, a CRM system is as good as the data put into it. It is essential that some common guidelines be established; for example, how to include new company data or register a sale.
If some members of your team register their sales in the CRM system, but others do not, then it is difficult for the sales manager to get the correct sales statistics and train their team; It also makes it difficult for those who are not using it, to follow the line of their peers and achieve their goals.
The guidelines should be noted and can be published, for example, on your intranet.
6. Constant training
We are all different; some people get guidelines for a new system and start using it immediately; others may be skeptical of a new way of working. The project manager must have strategies to manage both groups of users.
You can choose training in a provider’s classroom, or if you have assigned an internal superuser, he or she can do the training in your office. You should also include an introduction to your CRM system in the internal training program for new employees; The new employees then, from the beginning, will be put on the right track.
The CRM is, as mentioned above, not just technology but a philosophy.
When you implement a CRM system, your entire organization needs to rethink all the routines and each individual needs to change their work pattern; This is a challenge and requires a strategy to deal with the negative attitude at all levels.
Despite the fact that in the last 10 years a lot has been written about CRM, clarifying the change from only a sales perspective to a 360 view, many people still see CRM as just another tool.
You can find attitudes like “in Finance we work in a different way and do not have