Along with selecting the right CRM software package to fit your environment, you also must be able to properly implement the solution to ensure you can accomplish your business goals. As a decision maker, it is important that you play an active role in the selection and implementation of this CRM software package to ensure you get the most value from the package, as well as help to drive acceptable change within your organization. This process requires a roadmap for successful implementation and by following key steps; you’ll ensure the value you expect from your CRM software package is the value you experience.
The first thing you need to do is to clarify and communicate your business goals. If you simply hand the CRM software package over to your IT department to implement and send out an email to your staff that they are to start using it, what do you expect to gain from this process? Users not only need the proper tools and training, they also need to clearly understand why they need to use a new system. If they don’t understand the overall goals or how their participation contributes to a more successful outcome, the CRM software package implementation is sure to fail.
The second thing to consider is the integration of your CRM software package into your communications systems. Your employees will be able to produce significant results with a powerful package, but not if it isn’t integrated properly into your overall system. Your CRM tools should integrate fully into phones, e-mail and other essential communications tools so you can ensure the value you want out of the solution is full delivered across the enterprise.
Third, be sure that the CRM software package you select not only offers initial training, but also training over time. No user within your organization is going to jump on board with a new solution if it upsets their current workflow and they don’t understand how to use it. Even the most intuitive of CRM solutions will be rejected if basic training is not provided. This is a key opportunity for you to drive adoption and ensure users will actually leverage the benefits of the CRM software package – don’t waste it.
Finally, leverage the CRM software package to achieve a better balance for all of your employees. Employees who work offsite need to have access to all pertinent corporate data and hosted CRM solutions allow this to happen. If you cannot grant access to your mobile employees, how much time are they actually saving while on the road? Be sure the CRM software package you select delivers benefit for their role or you cannot expect them to deliver desirable results.
You can expect great things from your CRM software package, but how you select and implement the solution is just as important as the solution itself. By following these key steps, you will mitigate specific problems and quickly realize a strong ROI.