It’s all very well buying a new software package to manage your customer relationships but once you’ve done that, you’re still only halfway there. The successful implementation of that CRM system is what will help you stay ahead of the competition - but this is not always easy to achieve. After doing many CRM implementations we have picked up a few tips to make sure our new customer's CRM implementations are a success:
- Get the right people involved in the implementation process. Make sure you have people from the sales team involved with the implementation process. Otherwise they won’t see the benefits in the system and they will think it is just a system put in place so management can track them.
- Make sure you provide users with training. How frustrating is it using a system that you have no idea how to use? Most users will become demotivated to use a CRM system if they don’t know what they are doing – they will just see it as a waste of time. CRM user training will help with the success of a CRM system, enabling users to benefit from the system. Because users see the benefits of using the system they will be motivated to use the system daily.
- Make sure management use the system. To successfully implement a CRM system, managers must make the system an important part of everyday communication with their sales team. This will help your sales team begin to understand that it’s not just a tracking tool but an essential part of the sales process. It is important that your sales manager review data and then highlight and praise the sales representatives. To encourage company-wide use, stress that the CRM system will be helpful to the sales reps, repeat the various benefits of using a CRM system.
- Listen to the users. Your sales team can provide essential feedback about the CRM system. They will let you know what works for them and what doesn’t – you can then go back to the CRM provider and let them know your concerns. This will also give you confirmation that the sales team is using the system.