Get the Most Out of Your CRM
In today’s fast-paced business landscape, implementing a CRM system is more crucial than ever. However, the key to reaping the benefits of CRM lies not just in its installation but in making it a long-term transformative engine for your business. This article will delve into the strategies that can help you ensure the success and longevity of your CRM system.
Appoint a Project Champion
The first and foremost step in ensuring the success of your CRM system is assigning a dedicated individual to be the Project Champion. This person plays a vital role in overseeing the CRM’s implementation and usage. Often, this role is best filled by someone with a deep understanding of sales, customer service, or customer experience. The Project Champion ensures that the CRM aligns with the daily activities of the sales team, making it easier for them to adopt and utilize the system.
Focus on Adoption, Not Installation
The primary goal of implementing CRM is not just installation but adoption. Overcoming resistance to change and ingrained habits is crucial. To achieve this, think like a salesperson – make the CRM system cater to their needs. Ensure it is intuitive, fits naturally into their workflow, and eliminates unnecessary tasks. By focusing on making it easy and beneficial for users, you increase the likelihood of widespread adoption.
Create a Wish List
Actively solicit feedback from users and create a wish list of improvements and enhancements. Recognize that no CRM system is perfect, and continuous improvement is key. By involving users in the process of identifying gaps and struggles, you can iteratively make changes over time. This collaborative approach not only improves the CRM but also fosters a culture of engagement and ownership among users.
Leverage Expert Guidance with OnTrack
Implementing CRM changes and improvements may require expert guidance. Consider a program like OnTrack, a virtual coworker model that provides access to experts in a Microsoft team collaboration group. This subscription-based service offers ongoing support, advice, and implementation assistance, akin to having a personal coach for your CRM system. By leveraging expert guidance, you can navigate the complexities of CRM systems and make the most out of the technology work for you.
Keep Your CRM Installation Successful
Transforming your business through CRM is not a one-time task but an ongoing journey. By adopting these strategies, you can make CRM a cornerstone of your business operations, ensuring long-term success, improved efficiency, and increased profitability. Remember, the key is to think like a salesperson, prioritize adoption over installation, involve users in the improvement process, and consider expert guidance for continuous enhancements. Making CRM stick is about creating a culture that embraces change and empowers your team for sustained success.
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Peter Wolf is the president and founder of Azamba. He has spent the last 20 years focused on helping small and medium-sized businesses become more profitable through effective and efficient usage of CRM.
His passion is blending the promise of CRM with the realities of business needs to create successful outcomes.