It’s almost that time of the year when most of us would be on leave, clearing off our holidays and spending time with our loved ones. With Christmas being just around the corner, we at Second CRM would like to take this opportunity to wish all of you Merry Christmas and have a blessed time with your loved ones.
Before we draw the curtains for the year, we would like to share some common pitfalls to avoid during a CRM implementation. Over the last seven years, we have done hundreds of CRM implementations and we’ve seen these happen over and over.
In most cases, we would sit with the client and walk them through the do’s and don’ts of a successful rollout right from the very beginning. This is crucial, not only in ensuring a successful implementation but also to ensure that the technology adoption among the users becomes a success as well. Now, let’s look at some of these common pitfalls.
First of all, being a piece of technology that would be of benefit to the users, the requirements have got to come from the users and not from the IT team. IT could sit in to advice on the technical concerns but requirements has got to be functional and useful to the users. And the only way to achieve that is to let the users define the requirements.
Another proven advantage of getting the users involved right from the very beginning would be to ensure successful adoption post rollout. Having gotten all requirements from the users’ means that the solution would be designed to address their pain points and having realized that, you would naturally get total buy in from the users.
Another important participation would be from the Senior Management team. Though the users have addressed their pain points and how the system should help resolve these, every CRM implementation needs to have a business strategy and this alignment has to come from the Senior Management. Without this strategy in place, the CRM merely becomes an operational tool and it fails to be part of the digital transformation process that by right should be taking the organization to the next level in line with the goals and aspirations of the company.
Having addressed all the above, it is also important not to overdo and be over ambitious with the CRM implementation. Take smaller strides and roll out in phases. As humans, we have the tendency of getting ideas somewhere along the way and try to make amends to the project plan. This not only puts the Project Manager in a difficult position but it also puts the whole project at risk. With constant change, timelines become indefinite and in that process, it stretches everyone involved. Over a period of time, this becomes difficult to manage, excitement dips and this invariably leads to higher chances of project failure. In order to avoid all of these, our advice would be to keep it simple, design each phase with clear goals and stick to your plans.
The above are just a handful of mistakes that organisations make when implementing CRM systems. We shall be sharing more of these in the weeks to come. With this, we shall be signing off for the week and Thank you for reading this blog of ours. Till we meet again with a new blog post, here’s wishing all of you Merry Christmas and Happy Holidays!