CRM is not just technology, ​but a strategy and a philosophy​

Adopting a CRM system means that you decide to make developing and maintaining a strong relationship with customers your number one priority. ​

In other words – you need to consciously commit to a customer-centric business model.

Here the list of hints to make your project a successful implementation.

1. Top management buy-in is a must​

Call me Captain Obvious – a CRM adoption is successful only if people use the system.​

Since CRM is a project that engages all teams of an organization, top stakeholders must be not only connected, but also build credibility among the entire organization. ​

2. A  project manager with super-powers ​

This person is essential, because the one orchestrating the entire implementation.​

Main skill?... it must be a “doer” spreading enthusiasm,  commitment and great focus on details.

3. Find your  Champion user ​

A Champion-user or a CRM Project representative is not the same as a project manager.​

This is the person who is assigned as the “know-it-all” of your new CRM system. ​

A CRM Champion wanting to test drive everything end-to-end.

4. Motivation, Motivation, Motivation!​

Internal marketing is often underestimated, but when implementing a software that have full impact in your organization, ​you need to sell it to your colleagues.​

It's a good idea to consider something to fuel enthusiasm at each step and, of course, celebrate the launch!.

5. Invest in the definition internal usage guidelines​

A CRM system is only as good as the data put in it.​

Map your processes, share them all.​

The CRM usage guidelines should be easily available and clearly state what, when and how needs to be done in the CRM system.

6. Train your team!​

We are all different – some start using it right away. ​

Others are doubtful about the new way of working.​

There is for sure a common thing in your team, among enthusiasts and skeptics is that they all need training!​

You can choose a web based training from a vendor or, if you can, do not hesitate to assign your champion to do the training.

7. Define a CRM strategy and adopt a CRM philosophy​

CRM is not just technology.​

Adopting a CRM system means that you decide​ to make developing and maintaining a strong relationship with customers your number one priority.​

8. Be ready to deal with  negative attitudes​

The biggest challenge in CRM implementation is your team.​

Adoption resistance happens on all levels.​

So, you need to be ready to offer concrete counter arguments to: “...we work differently... or ...we don’t really need a CRM system... or ... have all my emails saved in folders in Outlook, I don't need this ...

CONCLUSION

There are a lot of things you need to get ready for, such as allocating resources, getting people onboard, rolling out a clear and consistent plan of action, etc.