9 key steps to successfully implementing a CRM

Customer Relationship Management (CRM) has moved from something that teams do, to an acronym for a class of software applications ... that don't have a good record for successful implementation.

Take into account these nine steps when implementing a new system or assessing your current CRM.

  1. Value. Calculate the value of the support the CRM provides to your employees - rather than merely focusing on its function to manage data. Answer this question in terms of measurable ROI (return on investment).

  2. Cooperation. Involve all departments in determining which processes need improvement and decide on measurable objectives together. Ensure the first couple of objectives are rapidly achievable so everyone involved notices the benefits soon after implementation.

  3. Budget. Remain realistic when setting a budget as CRM customisation and integration into existing systems may require a larger initial investment than hoped for. Make sure you also factor in long term maintenance costs to keep the system functioning at its optimal ability.

  4. Spring clean. Tidy up your data and combine all your data prior to rolling out the system throughout the company so the CRM has the potential to be 100 percent effective from day one onwards.

  5. Lead by example. It is vital the implementation of the CRM system is lead by an enthusiastic manager. Continue to encourage staff and assist your employees when difficulties arise. Dedicate time and energy to keep everyone on track.

  6. Be safe. Research the financial stability; functionality of the system and the provision of future software updates from all your potential suppliers before signing the contract. Talk to other corporate users and avoid having your IT team search for the "perfect system" for months and months.

  7. Take it easy. Take into account that an efficient CRM system exposes every employee's true performance so implement the system gradually. Consider implementing the system in one strong department first to lead the rest of the company by example.

  8. Training. Provide your employees with ongoing training to continue to build their confidence in using it and invest in your CRMs usefulness. Supporting staff through training will also speed up the process of employees getting familiar with the system which usually takes 18 to 24 months.

  9. Continuous improvement. Ensure your CRM delivers a sharper competitive edge by stimulating internal communication about the system and how it can be improved.

You will be nine steps ahead of your competitors if you take these focus points into account.

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