There is a lot to learn about CRM, and a lot to be said about it. Whether you’re new to CRM completely or have been working in it for many years, CRM constantly evolves for all.
When it comes to being effective with a CRM project, there are several key considerations to keep in mind.
Here are a few to get you started…
1. Get Over Bad Past CRM Experiences to Find New Success
If your leadership or users have had bast past CRM experiences, they may not be keen to implement a new system.
If you’ve experienced a CRM project gone wrong, you may have been witness to some of these complaints:
“My sales team never used it.”
“We spent all of this money, and what did we get?!”
“Marketing and sales have totally different system expectations.”
“IT doesn’t support it.”
And much more!
To get over bad past CRM experiences, you must address these past failures and identify what prevented you from succeeding. When you have clear awareness into what prevented you before, you can take a new approach today to increase your chance at CRM success.
2. Plan, Prepare, and Perform
Despite past bad CRM experiences, it’s important that you focus on how you can prevent failures instead of anticipating them to come.
In order to plan for success, you should:
Get input from cross-functional teams so the system reflects all daily functionality and roles
Gain executive sponsorship to give your users an example to follow and learn from
Define true problems you may encounter to provide clarity about what it will take to be successful this time around
Listen to what your users and customers need and want out of a system to improve your business functionality and best practices
Keep your CRM system and avoid making it too complex – it should be user-friendly across its lifetime
And much more!
When you plan and prepare for CRM success, you set yourselves and your business up to perform excellently.
3. Define CRM
Everyone will enter your CRM space with different knowledge and experiences. Don’t assume everyone knows what a CRM is, how it works, and what is expected of them.
Clearly define the functionality, goals, objectives, responsibilities, and impact upfront to prevent users from feeling overwhelmed in the current and future states of your project.
4. Address Who is Involved
Once you implement CRM, CRM is forever, and even if your whole team is not composed of daily users, they will be impacted in some way.
It’s important that this is clear across your organization so no one feels in the dark about your CRM project and its impact on your organization’s flow and functionality.
There should be clear visibility into the impact, use, and benefits of CRM for your organization across every team.