There are four basic steps to implementing pretty much any software project, particularly CRM. This is really a 30,000 foot view of a CRM implementation but if you make sure you cover these few steps you will have a much, much better chance at success. Whenever you see a software project starting to go pear-shaped you can bet that one or more the the steps below were not completed.
Planning – make sure what you want to accomplish before you even start to look at software. Why do you want to deploy a CRM software system? Would you be better off investing in some other project? And be sure that you have a measurable, attainable goal. If there is no stated goal, there is no project.
Implementation – What do you have to change in the new software to make it fit your organization? How much customization, how many software vendors will be needed and will they be in business three years from now? Or maybe you should just mold your sales processes and customer service around the new software and how it was designed.
Are you planning on deploying your new software on the web? If so, where will your backups be stored and will you have a local backup of your data? A distributed system with multiple remote databases on multiple computers is a common approach and provides multiple, redundant copies of your customer data. Are there there are smart phones and hand-held devices that need to be connected. Oh, did I mention data security?
Training – Why is it that some companies spend tons of money on hardware, software, re-engineer their internal processes and then bail on the training piece of the project?
It seems all too common for a company to expect the end-users of the software to handle training on their own time. And after a full day of work not many people want to spend their own quality time sitting in front of their computer at home going through self-paced on-line training. Training is too important to not be a core part of your project.
Training should give each user of the software the ability to excel at their particular job. Not all sales reps need to do e-mail marketing and not all service techs need to manage a sales pipeline. Train to functional objectives and forget the 75% of the system the user won’t use on a daily basis. Then use the on-line or tutorial material to fill that gap as needed – but do it on company time, not after business hours.
Support – CRM is a journey, not a destination. Be sure that you have the skill set in-house or a trusted partner as you move through your first steps with a new software system. Everything in business is now a moving target and being able to react quickly and have your CRM software adapt to new markets, new locations and new ways of doing business will be instrumental in your success.
Enjoy your CRM journey!
