Chances are everyone in your organization will be affected. Unless you get buy-in from all stakeholders, any software implementation is going nowhere.
Success will depend on good leadership and communication.
First, ask the end users what they need and involve them in the solution. Ask them what they need to consistently exceed every customer’s expectations in every encounter with your business.
In some cases they may not be aware of what benefits are available to them if the CRM solution you’re looking at exceeds the capabilities of whatever you’re currently using. So ask them to think in the realm of possibilities. Giving them a hand in the design of what they will be expected to use on a daily basis is wise management of the change process.
Select end uses from various departments within your business to be part of the pilot phase of an implementation – you’d be amazed at the feedback they can provide and the follow up engagement they’ll provide.
Design a survey to solicit their input, talk to each team member, ask each department to report out to you, or all of the above. However you do it, this will educate you how to frame your selling points to team members: WIIFT, or What’s In It For Them.
Second, invest in education. Education isn’t just about how to use the new software, such as Sage ACT! or SalesLogix. You really want to make sure they know how to accomplish the business objectives that you got the software to empower. Give them time to practice and work out glitches. Have a “power user” accessible to help new users out so they don’t become disengaged. Check out the Help options built into the software and related web links found on your CRM’s welcome page.
Third, keep them in the loop. We’re talking about a big change here – don’t lose them along the way by not keeping them informed about what’s happening with new CRM system rollout. Your consistent communication will reinforce their confidence in your leadership. Above all, always share successes, no matter how small.
More about the full 18 requirements for business success with CRM….
