What to Prioritise for a Successful, Scalable CRM Implementation
After selecting your future CRM solution and before going down to day-to-day business performance, stop by and consider: How will your go CRM implementation process? A well-placed question uncovers insights and provokes new ways of looking at the world. To save your time (and mental health) work out a strategy to this iteration. Apart from various guides and best practices, pay the equal attention to your CRM implementation team and their responsibilities.
When the decision to implement a CRM is made, you (and your team) should face another vital step - planning of CRM implementation strategy and involving the right people to do the right job in the flow of this in-house innovation. To ensure the success of the whole initiative, define what tasks should be done, who can perform them, and then assemble the team. Even the CRM implementation best practices prove that this process is a challenging for any organization. In case, there are some resource limitations the well-planned strategy and well-chosen team will drive to the positive implementation experience.
By crafting a sound strategy and taking a holistic approach to CRM deployment project, ensure that you have communicated the message clearly to the senior management at the company. So, if you want to avoid the failure due to some credibility gap and lack of support - get the backing from the top management. The point of this close interaction is to bring the key goals and future customer driving strategy that will go live after CRM implementation to the stakeholders.
Once your implementation strategy is cohesive and doesn’t need any advice from the C-level management, then there is no point in detailed involving. Coming up next: ensure that CEO, Director, COO and other top executives are aware of the CRM implementation project objectives and approve it. In order to avoid overseeing some minor (or major) gaps in the whole initiative, show the planning to several representatives of the C-level management.
CRM Implementation Team Welcome Aboard
To solidify a vision of CRM adoption in the minds of team members and stakeholders means to show how company plans and everyday tasks depend on the CRM solution. It might be useful to give a little background on the goals your organization has. In the march toward solving a problem, CRM implementation best practices recommend to get the coming members on the project board.
CIO or IT Executive. First off, CRM adoption has a strategical aspect in the technology initiative, so it requires some instructions from the top IT department of your company. No doubt that CIO, VP of IT or IT director will help you to route the consistent and continual alignment between incorporation of CRM and the current business conditions. Let’s face the fact, in the implementation of the SaaS CRM, the IT plays a vital (if not leading) role. The mission of IT leadership is clear for both on-premise and SaaS deployment: ensure alignment with the backend systems, flawless integration, and further administration, as well as end user training and upcoming issue solving. So IT participation is essential for getting the successful CRM implementation and ready-to-work environment.
Sales, Marketing, and Customer Support. Maintaining a vision of your project, include the customer facing departments who also will be the end users of the CRM. Besides, acknowledging them about the following changes, get them into the planning of the implementation process. With the help of these executives, you will define optimal business processes and data that the company needs to track, activities that require automation, as well as the access, security and analytics questions.
Network Engineer. In case you decide to deploy and run your new CRM on the internal system, then add to the team a technical manager with the understanding of the infrastructure to support all the application your organization has. Apart from the network, database administration, these team players may help with technological requirements of the future CRM - such as storage, backup and disaster recovery, and the like.
Business Analyst. It is no secret that CRM operates piles of various data - accounts, contacts, opportunities, campaigns, deals, cases, tickets and more. Instead of a mere accumulation of these records, you can get more value by data aggregation, mining, and analysis. Within the CRM, there are roughly speaking tons of valuable information. Thus, only a couple of people in the company know how to get this intelligence and put it into action. So, include a business analyst in your CRM implementation team to provide the right data recording and further extracting for delivering to a decision maker or another intelligence worker.
Information Security Specialist. Many companies pay an utmost importance to information security, risk management, and regulatory compliance, so due to a CRM, you collect customer list and sales forecast. However, CRMs are vulnerable to security threats, and security experts will help to get the most balanced ways to guarantee data safety and compliance with regulatory requirements.
Finance Representative. Once the CRM is chosen, then take in your team a member from the finance department who will help make decisions about licensing, subscriptions, support and how the ROI can be measured and delivered.
CRM Consultant. In case you are implementing CRM for the first time, it makes sense to hire an experienced outside consultant. With this expert on board, you will get the help in processes and data mapping, configuration types, integration possibilities, as well as recommendations on security and application optimization strategies.
End Users. Your CRM implemented to enhance the company’s performance, and the employees are the major users of this newly-shined solution. So, your deployment team should include representatives from sales, marketing, and support departments as future active users. Besides, these members will help with prioritization of features, capabilities, and automations during the planning and implementation stage.
Having a representative from each department on your board will be effective only if they share and understand the goals and objectives of the project, as well as communicate a lot. The success of the CRM implementation depends on communication and collaboration of the team and delivers the awaited benefits.