CRM Best Practices that Sweeten the Process

CRM implementations are a piece of cake?  
Implementing new software is generally not something associated with sweetness; there may be a moment of bliss once it is in place but then… BOOM!  Sour taste in your mouth.  Yep, you have realized there is training to be done, bugs to fix, and the fact that the software just isn’t doing what you thought it would. Does any of this sound familiar? Par for the course for a majority of software installs right?  Lucky for you, working with the right CRM vendor and the right CRM solution will take most of the technical issues off of your hands…you are just stuck with what can sometimes be the biggest challenge, the people.

Side note & helpful hint for anyone looking for a new CRM system: We switched to a new CRM internally- Sugar CRM and man is that sweet!  The head of our marketing department is always saying “I haven’t been this impressed with a piece of software in a long time, I love Sugar” (we are also a sugar reseller, but the purpose of this note is purely to share our opinion from a user standpoint, it truly is an easy to use system) 

Anyways, back to the blog…Your new challenge is now to get your team, who may be a little less than enthusiastic about the CRM system excited about using the software (people see it as more work until they learn how great it can be) Sometimes this is easier said than done, but if you put into practice these four tips, you might just enjoy some celebratory cake after all! 

1. Get management on your team: without management this project isn’t going to happen, so this is the obvious first step.  So how do you get management on board with the purchase of a new CRM system? With the use of some serious stats- put together a convincing list of statistics and testimonials that explain how much better business will be with this new system and forecast how much revenue can be made with improved lead generation which this CRM will provide. Bring up some current problems your company is having that will be either improved or fixed by the new system.
2. Get your team on your team: this seems silly but it is a serious obstacle to overcome. People resist change, period. But when it comes to getting a team full of people, some of whom may not be technical by nature, to learn a new system or new process, things can get even harder.  Be sure to communicate, communicate, communicate... with everyone!
• Communicate the change. This is so important, do not only  announce “oh hey,  by the way, we are getting a new CRM system you will all be using.” You need to really get into detail about why the change was needed, what problems is this new system solving?  Also be sure to outline the steps, who the key project members are, and when each step is completed. Also address how this change benefits the company, the department, and most importantly, the individual. Nothing is more important to a person than how a change will affect their day to day responsibilities and their career.
• Listen. The team will have thoughts, concerns, agreements, and disagreements.  Make sure that they are all aware you encourage them to come to you and express all of these thoughts. Hear them out, discuss their point of view, and address the problems if you can. Listening will cut back on their resistance once they feel they have been heard.
• Encourage feedback. This goes hand in hand with the “listen” idea. Your team will be the ones using the system most; they will know it best and have a lot to say about it. Some of their feedback will be good, some will be bad, some will be fixable, and other issues will just have to be worked around. Having it all out in the open will keep everyone happy even if it cannot be fixed.
• Start the training early: training early will allow training to progress to be taken a step slower for those who may need it ensuring that every member of the team is comfortable and capable. As the implementation and training goes on, Let the team know they are doing well, that their hard work is not going unnoticed. 
• Trust your teammates! Share the knowledge! Sometimes this doesn’t happen in companies because of poor CRM systems-now that you have this new one, this shouldn’t be an issue- but more often than not, people just get secretive about their work. Maybe its because they are afraid someone will steal their ideas and get credit for them, or they are afraid they are not doing good work, maybe they do not want people to know what they are up to in case it fails, whatever the issues may be, start sharing! If you are one of the project managers implementing or training on this new system, tell your co-workers what you are working on that week, how is it going? Voice your frustrations, get their opinion or input on how to solve a problem you are having.  The team is there to help the organization, so help your teammates; you are all working towards the same goal!  

So, in a nutshell, Make everyone aware of the benefits of this software, keep the information flowing, communicate, train, and trust! Not only in implementing your CRM solution but in all areas of your business and I think you will find that it truly does simplify the process and generate a positive atmosphere in the office… see, CRM implementations can be sweet!

About e2b teknologies:

Founded in 2002 and headquartered in Chardon, OH, e2b teknologies provides ERP, accounting applications, custom cloud-based software development services, AR collections management software, and calibration services through its three business units – e2b anytime apps, e2b enterprise, and e2b calibration. e2b enterprise develops custom cloud-based business applications and resells leading ERP accounting software, CRM, HRMS, and other enterprise business software applications from Sage Software, Epicor, Intacct, Sugar CRM, and other publishers. e2b anytime apps is the publisher of Anytime Collect, Anytime Assets, Anytime 500, and related Anytime brand products.e2b calibration is an ISO/IEC 17025 accredited calibration laboratory.

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