Deploying a relationship management solution can be fraught with difficulties. Here are some suggestions on how to decrease the risk and increase the success of your next deployment.
What does it take to successfully implement a Relationship Management solution? Why is it that some implementations fail to deliver the expected benefits? Even if the software you select provides the required functionality Mattias Ekholm Jersey Youth , why is it that some users refuse to use the solution? Here are ten tips for getting it right.
1. Spend the right amount of time scoping the solution first
Even if you have already purchased your CRM software, resist the urge to start configuring and using the software before defining the scope. Relationship Management is first and foremost a business strategy and each business will be different. Sales, marketing Colton Sissons Jersey Youth , services and other activities are critical to most businesses. Before you start configuring software, document the main objectives of the solution. Create a list of up to twelve key objectives and agree with your team the priority. For each primary objective, document the processes and data that will need to be collected. Also consider what is important and what can be left for later. As an example determining your customer segmentation will be much easier to decide on a whiteboard than when setting up the software.
A well defined scope sets the foundation for the implementation. It means that most of the hard thinking is done up front. When it comes time to configure the software Kyle Turris Jersey Youth , the decisions will be mostly made and hopefully a matter of configuration. It also focuses your attention on your business rather than a bunch of features that your software provides. A good scope document should cover core objectives, roles and responsibilities, output requirements Dan Hamhuis Jersey Youth , potential software issues, business improvements or process changes, decisions that still need to be made Matt Duchene Jersey Youth , data conversion, integration requirements, end user training requirements and post go live opportunities.
Keep it simple. Document your output in a Word document. Involve senior management in the core objectives and ask them to sign off. If you get this right Ryan Johansen Jersey Youth , you are well on the way to reducing the risk in your implementation.
2. Determine the 'what's in it for me' factor
Consider the key types of users and their roles. Think about each of these roles and the "what's in it for me" factor. If you cannot provide something important that helps them do their job then why would they use the solution? A large New Zealand company recently implemented their sales solution and a key factor was that they provided access to their customer's previous purchases. This allowed their salespeople to easily understand when leases were due and when they should engage. Even though they had access to this information in their ERP system, they would rarely bother as it was too hard for them to use. By providing easy access to this information it guaranteed that salespeople would use CRM. It sounds pretty simple and it is.
3. Implement in stages and deliver something quickly
Don't lock away a project team for months to deliver the solution - by the time you go live, the business requirements would probably have changed. If you do nothing else Pekka Rinne Jersey Youth , deliver in stages with each stage taking no longer than two months. Focus on getting the core functionality and data correct and then move on. The Scope should allow you to prioritise and ensure that you get the basics right.
4. Prototype the solution and involve key users along the way
Keep key users involved in the implementation. If you prototype the software and involve the users in regular reviews, you will have a much better chance of delivering something that they want to use. It will also allow you to make minor changes as you go. These users will also talk to their colleagues and help create momentum for the implementation.
5. Select your technology carefully
Rather than selecting your technology by attending a slick sales presentation and getting excited at the pretty charts and graphs, provide the vendor with some key processes for your company and ask them to demonstrate these with your data. This will allow you to understand not only the capability of the software Filip Forsberg Jersey Youth , but also the capability of the implementation company to understand your requirements. Focus on a software solution that is easy to use, works with the desktop software that you already have and that will provide agility and flexibly. Most importantly you need software