Microsoft Dynamics 365 Adoption
We take the guesswork out of D365 adoption
Attempting to adopt a new CRM solution can be a daunting process for any organization. In addition to the expenses involved, there can be resistance from those within the organization. Staff may not fully understand the need for a change in the business process and, as a result, not fully buy into the need for change.
However, there are several things you can do to take the guesswork out of CRM adoption. Here are 5 things we believe our customers should be doing to maximize the potential of success.
1. Set clear goals for the CRM implementation
One of the biggest mistakes businesses make when implementing a CRM is they don’t fully articulate what they want to accomplish with it. Instead, the CRM is seen as a magic bullet that will fix all your problems.
A CRM most certainly can fix problems, but you still need to define what you want it to accomplish. The very first thing you should do in the journey to implementing a CRM is make that determination.
2. Define how it will benefit your customers
Ultimately you are in business to provide a service to your customers. The CRM should be set up to serve that goal.
Are you a Credit Union looking to sell more mortgages? Then figure out how the CRM can assist you in finding the new customers to meet that goal. Maybe you’re an Association that needs to track its members’ educational requirements? Focus on how the CRM can help you do that.
Whatever your needs are you need to focus on how the CRM will benefit your customers.
3. Define how it will benefit your employees
If you want to get staff to buy in, you need to demonstrate that the CRM will benefit them. Otherwise, a staff member may feel that the CRM is just adding more work for them to do.
The first thing you need to do to help your employees get excited about the CRM is to understand what inefficiencies are already happening. To do that all you need is proper communication. Which leads us to step #4 ...
4. Communicate effectively with all the relevant stakeholders
It’s hard to understand what your staff need if you don’t talk to them about it. You should include all levels of staff in the decision to implement a CRM. And, you need to be open to listening to them – even if they aren’t saying things you necessarily want to hear.
That communication process should continue after the implementation too. There are always ways to improve the processes and how the CRM can help your business.
5. Make sure your staff are actually using the CRM
It would seem to be common sense, but the most common reason CRM projects fail is because staff simply don’t change their behaviour. Before you even start to implement the change you should have a plan in place to ensure that the changes that need to happen do happen. Provide incentives for your staff to use the system and make sure managers are on board with what you are doing too.
If you take these five factors into consideration you should go a long way to taking the guesswork out of adopting a CRM.
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Whether you are a small business that needs to justify every penny, a mid-size company that is building the infrastructure that will take you to the next level, or an enterprise business that needs to justify expenses to its stakeholders, it is vital that you carefully plan every aspect of a CRM implementation project.