Tag Archives: implementation
5 Steps to Microsoft Dynamics 365 CRM Implementation Success
A lot of factors play a role in CRM (Customer Relationship Management) implementation success. Starting with research and going all the way through training, adoption, and ongoing support. If you are considering a new or updated CRM solution, such as , choosing the right solution, the right partner, and the right approach will set you on the path to a successful implementation.
Here are five tips from our expert implementation team at BroadPoint:
- Manage your resources
Your resources include not only the supplies needed for your Microsoft Dynamics 365/CRM project. They also involve personnel involved in the project: system developers, project managers, business analysts, stakeholders, and end-users. The efficient and effective use of resources will spell success for your Microsoft Dynamics 365/CRM project.
- Define specific roles
All team members must understand and commit to their respective roles and responsibilities. A successful implementation will take effort from all.
A defined formal project team structure will give all stakeholders a clear picture of their authority and their responsibilities. Accountability will make sure the job gets done on time and on budget.
- Create a workplace for project collaboration
When your team works well together, their efforts will contribute to a successful outcome. Collaboration and cooperation are essential. . Microsoft Teams allows project managers to hold meetings and present important information in an easy to access format. Project team members will have access to shared documents and artifacts and draw from a shared library of resources. Additionally, Microsoft Teams acts as the project’s home base and gives access to useful built-in Microsoft applications.
- Fill key positions
Most project teams involve representation from executives, project team members, and other stakeholders. You’ll need to designate a project manager, subject matter experts, functional specialists, technical specialists, software developers, and end-users.
Filling these roles and ensuring everyone understands their responsibilities is critical for project success.
- Keep communication channels open
It is impossible to overstate the importance of good communication. A project without communication and cooperation will be fraught with pitfalls and subject to failure. Every project, regardless of size, requires formal project communication guidelines to ensure smooth process execution.
Set communication expectations proactively for your . When developing a project communication plan, your team should agree on some fundamental issues such as:
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- How often and when your team will meet formally to discuss the project’s status
- The optimal methods of communication
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- How project team members can best communicate accomplishments, obstacles, and project concerns?
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- How the communication structure will align with project roles and responsibilities
- Who will be included in various communications (such as budgeting, task completion, and troubleshooting.)
- What information will be included in status reports
A comprehensive project communication plan will ensure that everyone with a stake in the project is kept up to date and on track. Finding consensus around communication expectations early in the project will establish a strong foundation for overall success.
CRM implementation requires hard work, but hard work alone will not ensure project success. By prioritizing these best practices, your team can avoid many common Dynamics 365 CRM implementation pitfalls, including scope creep, team conflict, excessive additional expenses, and implementation delays.
If you need assistance with a , our team of project management-certified experts is here to help. We have successfully led clients across the U.S. through hundreds of technology implementations. our team at BroadPoint and let us show you how to succeed with your software project.
By BroadPoint,
Insider Tips To A Successful CRM Implementation
How do we determine authenticity? From “fake news,” to Nigerian Princes who want to share millions with us, to tv doctors promoting the latest cure-all, how can we know who to trust? Sometimes, it is obvious (chances are nobody is trying to give you a million dollars.)
But what about other everyday decisions we need to make personally and for our business. What criteria do we use in deciding what’s best for us?
Many times we put our trust in the big brand names. Have you ever heard the adage: “nobody ever got fired betting on IBM?”
At one point in time, when IBM was at the top of their game, that adage would have pointed you in the right direction. But times and technology have changed, and IBM didn’t keep up with new technology and customer demands.
So there’s risk involved with relying on big names. Will they be able to continue meeting their commitments and delivering what we need? Do they understand how the world is changing, and will they adjust to stay out front?
When it comes to CRM implementations, it’s sad but true that many things can go wrong and sabotage your organization’s investment.
Depending on which research expert you listen to, forty to seventy percent of CRM projects fail to meet expectations. A lot of time and money is invested in a CRM solution only to have it prove disappointing within a year or so. Money has been lost, time has been wasted, and the business is left with the same problems it sought to solve with the new CRM solution. Maybe your organization can afford wasted money, but who can afford wasted time?
The importance of CRM
As customers become more demanding, more sophisticated, more knowledgeable, a properly chosen and implemented CRM (Customer Relationship Management) solution will allow your team to meet their needs and deliver consistent, high-quality customer experiences. Without such positive experiences, you lose all hope of customer loyalty.
Here are a few specific tips:
- Your CRM project is only an asset if it delivers what you need, what your customers need, what your employees need, and adds value to your business.
- Of course, a well-implemented CRM can do many things. But it will only do those things if your team is using the software properly. To get full , you must focus on making it practical, simple, and easy for your team to use.
- It’s not about what features your management team wants. That’s easy. All management teams want the same thing: an efficient, smooth-running system.
- The question should be, “how do we set up CRM to make the lives of our people easier? How do we make them look at CRM as their best friend?” If you accomplish that, your management goals will be met as a natural result of the front-line team adopting the software.
So a robust CRM solution such as is crucial. But how can you find a reliable Partner to perform the implementation?
The Azamba way
At , we take CRM implementations beyond good intentions. One of the fundamental things we do differently is to offer a 100% Money-Back Guarantee on our services.
Clients learn that it’s not just lip service when we talk about customer-focus. We are sincerely dedicated to our customers and their success. If we don’t hit the mark, we put our money where our mouth is and provide a refund. We’re not perfect. But we strive to be.
We focus on working with customers that we feel we can help. We may not be the perfect fit for every firm, and that’s ok. If you are looking for a CRM solution and we know we can help you best, let’s make the magic happen. If not, we’ll recommend a company that might be better suited for you. It’s that simple.
The path forward
We understand what a huge risk there is with moving forward on business investments. For us, the path is clear. We will continue to stand behind our services and offer expert performance and our .
If you are interested in purchasing a CRM solution and want to know more about our Azamba guarantee, our team and let’s talk about how we can help.
By Azamba Consulting Group,
User Experience: An Important Aspect of CRM Implementation Projects
When you choose a new or upgraded CRM (Customer Resource Planning) solution, there are several areas that you investigate carefully. You’ll look at processes, features, and tools; you’ll be concerned with ease of compliance and security capabilities; you’ll want to know about implementation timelines and training; and of course, you’ll be sure to pin down up-front as well as ongoing costs.
But there is another critical area that you must not overlook during your CRM selection and implementation project, and that is user experience.
Your employees, particularly your power users, are going to be using your new CRM solution every day. Their input about the system definitely should be a consideration. Giving your team the tools and processes they need to do their jobs in a way that is intuitive and user friendly will go a long way toward CRM project success.
Here are three questions you can ask to evaluate user experience before implementing a Cloud-based CRM solution such as .
- Are we presenting customer data in the best way?
Optimal presentation means that customer data will be quickly and intuitively accessible when a team member needs it. Users shouldn’t have to scroll up and down forms to enter or update information. Your CRM can be configured to eliminate such scrolling and make information easier to find. Cloud-based CRM solutions such as Microsoft Dynamics 365 have a customizable drag and drop form builder that tailors forms to meet the needs of the user. Ask your users what fields they need to see on their forms.
For instance, team members can use tabs to find the data they need without excessive scrolling. The Accounts entity may have a Summary tab displaying frequently accessed data and additional tabs for locating less regularly required information. Consultation with your users will help you to determine the most optimal configuration of your forms and tabs.
Users can create sections within a tab to group similar data and provide a heading for that group of data. Fields can be added to a section in a one-to-four-column format.
- Is our data easily searchable?
The way data is captured and entered will directly affect the ease with which your users can locate it as needed. You can give your team a better user experience and thus ensure increased adoption of the new CRM solution if you make sure to include searchability as a priority.
In addition to reviewing data input forms, canvass users to understand how they interact with the data. Determine what fields they most commonly search, what entities they frequently view, and what subsets of data they typically access.
Consider configuring these data searchability features during your implementation project
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- The Quick Find feature allows users to input simple queries to locate commonly searched information. Tailor your system’s functionality by setting record return limits, indexing methods, and parameters for displaying data.
- The Global or “Categorized” Search feature gives users the ability to search up to ten entities simultaneously. Depending on user access permissions, they can customize or reconfigure these fields at any time. Modify settings to include desired fields that are returned by the search.
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- Views give information about an entity that users can sort or filter. For instance, if you frequently work with contacts in Texas, you can configure a view to filter “State = Texas,” and sort the list as a saved query for future access. System views are available to all users, and from there, personal views can be created for individual users. Personal views can be restricted to individual users and those with whom they wish to share them.
- Can navigation be easier and more efficient?
With Dynamics 365s Business Process Flows and Power Automate Flows, your organization can standardize and automate many of your frequently used processes,
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- Business process flows furnish a consistent, standardized experience for frequently-used processes. These flows take users through steps and stages defined by your organization in line with your preferred procedures, including any interactions required or recommended for process completion. For instance, in the Lead to Business Opportunity process flow, four stages: Qualify, Develop, Propose, and Close are defined. For each stage, specific steps must be executed before the user is moved along to the next stage. By standardizing your processes, you ensure that your sales team captures all the data necessary to close opportunities.
- Power Automate Flows create automatic procedures in Dynamics 365. For instance, when a subscription service nears its expiration date, an automated process will allow you to clone the customer information and add a new expiration date rather than manually creating a whole new customer file.
To promote CRM optimization and user buy-in, consider the overall user experience. BroadPoint can help you take advantage of the best features offers before you begin the implementation process. .
By BroadPoint,
Marketing Automation Platform Implementation Guide for Microsoft Dynamics
There are lots of questions to answer as you consider what sort of marketing automation platform to connect to your CRM system, but one question that’s often overlooked is how will you implement the software? Will the process be painful or easy? And what do you need to know about that process before you sign a contract?
As you move into the final buying stage, here are a few questions that can ultimately guide your decision-making process and ensure you buy a marketing automation platform that can achieve your goals:
How Does the Marketing Automation Platform Connect to Microsoft Dynamics?
Some marketing automation platforms are reliant entirely on Microsoft Dynamics to function, meaning that your marketing users will likely need to log into Microsoft Dynamics in order to use their marketing automation platform. From a security standpoint, IT teams tend to like this approach because they can easily control who does and doesn’t have access to the marketing automation platform, but it also puts your marketing team at risk of downtime (from Dynamics), can significantly increase your Dynamics licenses costs, and means that your marketing team could have a difficult time separating Marketing Qualified Leads from Sales Qualified Leads in Dynamics—which could lead to conflict with the sales team.
On the other side of that coin, some marketing automation platforms offer just a surface-level integration that connects only standard fields (and not any custom Dynamics fields that may be important to your business). For some integrations like this, you may have to figure in the cost of a third-party tool that sends data back and forth or custom work on the Dynamics side to make the integration work at a level you’re looking for.
There are marketing automation platforms that sit somewhere in between as well—the , for example, can be accessed via a browser or from within Microsoft Dynamics and allows for custom field integrations (as well as standard fields). You would also want to know if it’s possible to integrate to Custom Entities, if you have them—not many standalone platforms can do this.
With any of these scenarios, another important question to ask is how will the sales team get Leads and/or Contacts into the right lists? Every platform will handle this differently, so be sure to document how the one you pick will do this so that you can ensure your sales and marketing teams are in alignment.
Who Needs to be Involved in the Marketing Automation Implementation?
It’s easy for workplaces to get stuck in silos, but integrating your marketing automation platform to your CRM system requires getting sales, IT, and marketing on the same page. Depending on your use cases, you may want to additionally include your HR and/or recruitment teams and your customer success teams as well. You’re looking for:
- What skills are required to implement this software tool? Who has those skills internally, and who do we need to contract externally?
- Who needs to be a user of the marketing automation platform? What level of access does each user need? How is access/permissions controlled in the marketing automation platform?
- What use cases does the marketing team have mapped out? What data fields will they need to make these use cases happen? Do they need workflows or Flows or other development to facilitate automation?
- Who’s in charge of training? The marketing automation software company? An IT provider, like a Microsoft Partner? Self guided?
- What’s in your existing marketing automation platform that needs to be migrated? Who will be in charge of migration?
Ongoing Maintenance
Once you have your marketing automation platform integrated to Dynamics, ask the following questions about how the software will be continuously maintained:
- Who will be in charge of continuous updates?
- Who will handle support requests?
- How are feature requests handled?
- Who will be alerted about product updates?
- What if you need additional training or marketing help?
- Who owns the relationship with the marketing automation provider?
The Full Migration Guide for Software to Software
After you document and outline the logistics of selecting the right marketing automation platform for Microsoft Dynamics for your company, be sure to check out our
Change Management and the Change Curve for Dynamics 365 CRM Implementation
Change will come to your organization anytime you implement a new Microsoft Dynamics 365 CRM project or enhancement. That change isn’t a one-time experience but it’s an ongoing process of user adoption, adjustments, productivity, and engagement.
Anytime there is a project or enhancement change — the end goal is to empower users to adopt the new technologies. You need to align the right resources and drive improved values and strategies within your organization.
If you are part of that team leading a CRM deployment or enhancement you need to understand the typical stages that many organizations go through when adopting change. This article will help you gauge your efforts and manage the progress as you adapt to challenges that arise.
Let’s look at Change Management and deploying (as an example for Dynamics 365 Customer Engagement). We will go over the typical CRM project lifecycle (see image below) which is also known as the Change Curve.
- The Project Kick-off: This is where you have invited stakeholders, the end-users, and management to help kick off the project. Expectations are all over the place here. There is excitement, fear, confidence, and a level of uncertainty. On the standard Change Curve, you need to set a base level of expectations, performance, and motivation.
- The Requirements: Go ahead and capture all of your wish list items here. Make sure you are being heard by your Microsoft Partner and Project teams. Keep the excitement level high!
- The Development: Your Microsoft Partner and Project team are busy building the system requirements and sticking to the approved project plan. As the development begins and moves forward it is natural to wonder if all the requirements were gathered correctly. Move forward with confidence and together with your Partner and make smart changes. Don’t worry about doing everything at once. Work in sprints and phases based on your Partner recommendations.
- Testing and UAT: When the point comes to User-Acceptance Testing (UAT) you are going to run into failures. You will be running test scripts and seeing items that are passing and others that are failing. This is common and part of the process. This Change Curve reaches its lowest point in performance around this point and needs to be used as motivation for helping your users to succeed.
- The Training: As users go through training, they will increase their confidence with the CRM system—learning new areas and seeing new features. If you have followed some basic User Adoption tips, you have successfully used the technology of Dynamics 365 Customer Engagement to create a system that will aid users in their daily job. This will build confidence and will allow performance to move in the right direction. Note that during this process you are looping back around to the starting point in the Change Curve of performance & motivation.
- Your Go Live & Beyond: You’ve returned to your starting point on the change curve and surpassed it! Move forward with confidence. Learn from your mistakes and be committed to creating a culture of change at your organization.
The most important point — Change is a PROCESS. It is not a destination. There will always be a continuous need to improve technologies, strategies, and user adoption. While the graphic above represents one cycle, be prepared for the curve to adapt as your team continues to use and enhance your Microsoft Dynamics 365 CRM system.
In future articles, we will dive deeper into other topics including being ready for change, designating a change management team, and how to do ongoing change management training.
JourneyTEAM, (MS Gold Partner and MSUS Partner of the Year) has been down this path a number of times and has a methodology that helps you address the different stages of change management. We can help you at any stage of the user adoption and change management experience. Contact us for more information –
Article by: Dave Bollard – Head of Marketing | 801-436-6636
JourneyTEAM is an award-winning consulting firm with proven technology and measurable results. They take Microsoft products; Dynamics 365, SharePoint intranet, Office 365, Azure, CRM, GP, NAV, SL, AX, and modify them to work for you. The team has expert level, Microsoft Gold certified consultants that dive deep into the dynamics of your organization and solve complex issues. They have solutions for sales, marketing, productivity, collaboration, analytics, accounting, security and more.
Ad Agency Finance VP Reflects on Fourth Different NetSuite Implementation
Posted by Barney Beal, Content Director
When it comes to implementing NetSuite, Stewart Ellner knows of what he speaks.
That’s because Ellner, currently the vice president of finance for advertising agency Oxford Road, has put the system in at five different companies.
Four years ago, while working at Veritone, another advertising technology company, Ellner got his first taste of NetSuite when he met a NetSuite employee who introduced him to the cloud-based ERP system.
“I was floored at how well thought out it was,” Ellner said. “I liked that it was more of a database and you could extract information through saved searches.”
After getting NetSuite successfully up and running at Veritone, Ellner moved on after two years, joining Prolecto, a consulting company. While there he helped accomplish two implementations of NetSuite, one at RingDNA, a maker of inside sales management software, where he ultimately became vice president of finance in 2017.
It was there that Ellner was introduced to the revenue recognition features of NetSuite. A software as a service (SaaS) company, RingDNA needed the advanced revenue management to manage financials in a subscription-based business, particularly as ASC 606, new rules for recognizing revenue were fast approaching.
“I was sold on NetSuite almost immediately,” Ellner said. “I have a technical background even though I’m in finance so when I did my first project at Veritone, I saw the power of it. For a midsized market and with its pricing I realized NetSuite was a better program.”
That’s not to say that implementing NetSuite was a slam dunk at every one of his stops. At no place was Ellner the sole decision maker and, given that they were different industries, he still needed to perform his due diligence. NetSuite just kept coming out on top.
What’s more, Ellner has seen the evolution of the product in just the past five years.
“I’ve seen vast improvement in the ability to grow, get insights, the dashboards that it offers, the mobile app,” he said. “One of the things I’ve learned quite a bit about NetSuite is we constantly are learning more and more. It’s made us feel more and more valuable.”
Indeed, since he first implemented NetSuite at Veritone, the company has made significant additions to its platform, including SuitePeople for human resources, SuiteBilling for complex billing scenarios, SuiteCommerce InStore to unify the in-store and online shopping experience, acquired and extended Bronto commerce marketing.
And, of course, it was itself acquired by Oracle, powering its global expansion, added data centers and, most recently, the news that NetSuite will move to the Oracle Cloud Infrastructure for better performance, scalability and security.
Ellner has seen some of that development first hand. He just finished his fifth implementation when he joined Oxford Road. The move has paid off with substantial gains in reporting, shorter month end close and an integration with the Strata ad buying system that will give the firm the ability to provide far more detail in its invoices and interactions with customers. Also, in the five years since Ellner first implemented NetSuite at an ad agency, NetSuite has introduced SuiteSuccess, a new methodology for implementing and supporting customers that includes pre-built KPIs, dashboards and roles for specific industries, including Advertising Agencies.
“The people at NetSuite I’ve worked with—I’ve enjoyed working with every single one of them,” Ellner said. “It’s been a great experience. If it wasn’t, I’d be off to the next program.”
by NetSuite filed under
8 Guiding Principles for CRM Implementation Success
When interviewed after the fact, some managers have lamented the things they didn’t know before implementing their . To save you the pain of “implementer’s regret,” we’ve identified eight guiding principles designed to make your CRM selection and implementation a success.
1. Start with a vision
Which CRM you select will depend on your particular needs, your vision, and your goals. Even before you look at different solutions, define what it is you want from a CRM system. What are your current business processes? Who will use the CRM, and for what purpose? How do you expect a to affect your customers? Identifying your needs and expectations, in the beginning, will take a lot of brainstorming, but it will be worth it when you select a CRM that works best for you.
2. Prepare for growth
When establishing your CRM strategy, make sure it allows the flexibility to deal with the changes in your business and in the market that will surely come. Select a CRM designed to adapt to change by offering configuration flexibility rather than customized add-ons and enhancements. You’ll want software that meets your current needs and can also scale to meet future needs as your business grows.
3. Solicit user input
It just makes sense to consider your CRM end-users, the people who will be expected to use the system every day. By consulting them at the beginning and keeping them in the loop through each phase of the process, you’ll be more likely to achieve unanimous buy-in and adoption. You won’t be able to grant everyone’s wishes but knowing what they would like from the CRM will allow you to deliver on key business needs.
4. Focus on alignment
CRM is not your only business process, and it shouldn’t stand alone. It’s now standard for CRM to be integrated with other technology and productivity platforms such as email, marketing, and . To maximize the value of your CRM and streamline company-wide processes, consider how CRM will align and integrate with other critical business systems.
5. Consider your users
Underutilized CRM is a waste of money and resources. Remind yourself of your goals, and you’ll realize that is essential. A good CRM solution will make your employees’ lives so much easier and more productive and will provide management with the decision-making data and analysis they need. Your end users shouldn’t have to consult IT every time they use the system. Choose a solution that is intuitive and easy to navigate. And for today’s businesses, mobility is also a must. Mobile capability and real-time updates will allow executives, sales professionals, service providers, etc., to stay connected even when they’re not in the office.
6. Keep it simple
Easy access and an intuitive user interface are critical for CRM software to be widely adopted. Avoid solutions with inconsistent nomenclature and little guidance on how to navigate account entries and customer data. When it comes to fields, less is more—only the most important details about each contact or opportunity is required, with the option for users to add more detailed information when necessary.
7. Use a step at a time approach
You can build morale with quick wins. Avoid being overly ambitious by deploying CRM features that confuse or intimidate users. Instead, allow team members to become familiar and comfortable with the CRM’s foundational operations before adding new layers of complexity. A step by step CRM launch will deliver high value in a short amount of time and help you achieve a better return on your investment.
8. Measure your success
You won’t recognize success if you don’t measure. Your CRM project plan should include creating metrics for each of the business areas that will be impacted by the solution. Tracking and reporting metrics on a regular schedule will assure you that your new software is achieving intended outcomes.
A bonus principle
The game-changer for is getting expert support. Alleviate implementation pressure by allowing our team of technologists, business thinkers, and project management professionals to guide you every step of the way. BroadPoint Inc.’s Microsoft gold-certified consulting team is here to help.
By BroadPoint,
7 Tips to Help You Choose the Right Dynamics 365 Implementation Partner
Microsoft Dynamics 365 provides the foundation of your business operations for the future. A great partner will help you make the most of your investment, helping your organization thrive in the digital world. The partner you choose should help you take full advantage of technology to improve your business processes for a long-term return on investment.
- Pay attention to how they respond from the start. If you have trouble getting a quick response during the sales cycle, that’s a clear warning sign.
- Talk about your current processes honestly. They should be interested in how your business currently operates and be looking for opportunities to streamline processes.
- Ask them about their relationship with Microsoft. Your partner should be well connected with Microsoft experts. Ask them what kind of training their team receives to stay up to date.
- Get references from their previous clients. Don’t be afraid to ask for customers that are in the same industry as yours. Create a list of questions to ask during the call or visit, so you cover all the topics that are important to your decision.
- Understand their processes. They should be able to clearly define their implementation processes, backed up by project plans and time frame estimates.
- Discuss what the training program will look like. Find out exactly what kind of training they will provide to your team, how long it will take, and if there will be ongoing options.
- Ask them about support after the implementation is done. Many partners offer different levels of support to meet the unique requirements of clients. You might also want to ask them what percentage of their clients have worked with them for more than five years.
Above all, the partner you choose should be invested in your success. They should be eager to answer all your questions and demonstrate their expertise and professionalism. Ask the hard questions and demand straight answers.
Browse our directory of Microsoft Dynamics 365 CRM Partners – by location, by company name, and by industry focus.
To find out more download the full white paper: “But Really…What is Microsoft Dynamics 365?” The not-too-technical, not-too-salesy guide to Microsoft’s new cloud business management solution.
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By CRM Software Blog Writer, www.crmsoftwareblog.com
Make a Success of Your CRM Implementation Project
If you’ve decided to , you might think your job is over when you’ve selected a full-featured, flexible CRM system such as . But really, there is some important work ahead. As important as it is to choose the right product, it’s equally important that it be implemented properly so your organization can fully realize its benefits and quickly see your ROI (return on investment.)
Here are five rules that will save your business time and expense on your :
1.) Be realistic
It’s nice to think that you could maintain all your present business processes and customize a CRM solution to match. That’s unrealistic. It’s also unrealistic to expect you to scrap all of your business processes and just let the software dictate to you. Choose a “happy medium” approach. Select a software solution that has adequate configuration capabilities considering your current practices and future growth plans. Next, consult with your power users who know what processes could or should not be changed. For time and cost savings, avoid overcustomization. Approach your implementation in steps that include at least one pilot phase to make sure that the final deployment will accurately reflect your organization’s and users’ priorities.
2.) Beware the shiny penny
Today’s are so chock full of productivity tools that no one could use them all. Think about the tools that will enhance your business processes and add value to your organization. Try not to be enticed by all the extra “bells and whistles” that can distract you from your purpose.
For example, CRM is designed to gather and organize your customer data. But you need to define how that data will be used. Collecting data just for the sake of collecting it is a waste of everyone’s time; collecting data to improve your marketing, sales, and customer service processes will greatly improve your team’s efficiency and productivity and will benefit your organization’s bottom line.
Also, before moving your collected data to your new CRM system, determine if any of it is outdated, irrelevant, or faulty. takes time and expense, so understanding which data will be useful going forward can help you streamline the process.
3.) Set your strategy and stick with it
Have clearly in mind, and preferably in writing, the goals you hope to accomplish through your new CRM. For example, do you plan to track your customers’ buying habits so you can make informed decisions regarding marketing and sales, inventory and ordering, customer service, and projections for the future? Once you’ve defined your , determine what operational changes are needed to accomplish your goals.
CRM is not a magic bullet for business priorities; rather, it exists to support critical process changes in sales, marketing, and customer service. Don’t spend money on CRM until your vision forward is crystal clear.
4.) Get user Buy-in
Your CRM deployment will be successful only if your employees will use it. New technology represents a big change, and some on your team may be resistant to learning something new. Essential to user adoption is having buy-in from the top. Senior leaders in your firm should be involved in planning, testing, and deployment. It is their responsibility to let everyone know what changes are coming, how their jobs will be affected, and that adoption of the new system will not be optional. They should start by extolling the benefits that the new system will have for all.
Next, identify individuals to act as CRM ambassadors. These “power users” should be involved early and often in the deployment process and work closely with the CRM vendor. They will be advocates for CRM adoption and can help with users’ questions or concerns.
5.) Don’t forget the training
All users will need training, even if they’ve used technology before. Provide multiple channels of instruction, e.g., classroom, online, or in office, to help employees learn not only how the software works, but also how it will impact them personally. Make sure they master fundamental tasks before moving on to more complex functionality. Success early on will encourage them to keep going and realize the full benefits of the new system. When hiring new employees, include an introduction to the CRM system to equip them with the tools they need from the start.
Set your organization up for a successful CRM implementation by giving them the support they need throughout the project.
Could you benefit from additional and for your upcoming CRM deployment? to learn more.
By BroadPoint,
How to make your CRM implementation a success
There are common potential points of failure within all CRM implementations. The key is to understand these issues and to put plans in place to mitigate risks at the outset, and to be able to recognise the warning signs before it’s too late. In this article, we look at 3 key success factors when preparing for a successful CRM implementation. You can read the full article on our website.
CRM implementation success factor #1: Clear goals
A successful CRM implementation will have clear goals aligned to your organisation’s strategic objectives. At the outset, you must ask yourself: What are we trying to achieve? To improve sales? Increase retention? Improve productivity and profitability? Are we seeking to increase the lifetime value of each customer? Or are we trying to improve management reporting to aid faster and more effective decision-making?
Of course, most CRM projects will seek to address a number of issues, but it’s important to prioritise. What aspects would make the biggest difference to your business goals? Once this is clear, we can clearly map the outcomes that need to be achieved.
CRM implementation success factor #2: Buy-in from colleagues
Another critical factor which will affect the success of your CRM project is buy-in from key stakeholders. Most CRM projects need a senior, Board-level sponsor and, in the case of CRM, the support of those who will eventually use the solution in their everyday work.
The other key stakeholders are the people who are going to use the CRM solution on a day-to-day basis, typically the Sales and Customer Service teams. Lack of user adoption is one of the most common causes of CRM failure.
CRM implementation success factor #3: Business first, technology second
Technology such as Microsoft Dynamics 365 CE is multi-faceted and highly functional, we think the best CRM tool for organisations of all size. When you start to explore its full capability, it’s easy to see how the scope of your project can begin to creep, adding to the potential to increase cost and the time it takes to deliver.
We cannot stress how important it is keep focused on what your organisation needs to achieve from its CRM solution rather than on what the technology can do. Of course, if you see potential in the technological capability to address the issues your organisation is facing, you can enhance your CRM solution as your needs become more sophisticated and as your CRM solution becomes more ingrained in standard business processes.
Find out more about . With 20 years of experience, we have a tried-and-trusted approach to ensure you get the best from your investment in CRM, now and in the future.