5 Steps to Successful CRM

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Five steps to successful CRM. Achieving success via CRM adoption has
less to do with the technology you use, or the money you spend,
and more to do with how you think about CRM. Go Live is the beginning,
not the end. Whether you are new to CRM or if you are in the midst of
a failing CRM initiative, the good news is with Alithya's five-step
game plan, you can drive your CRM implementation to success.
The five steps to success are as follows. Number one, align your CRM initiative
to target business outcomes. It is imperative that you identify the
most important outcomes or goals and then focus on aligning your CRM to them.
Before you look at the technology, process, or even budget for a CRM project,
you must determine what will make the most difference for your business the fastest.
Number two, establish an organizational structure. Executive leadership should
formulate the CRM strategy tied to business outcomes and communicate this
to their business. Subject matter experts with deep knowledge of both their
respective areas of the business and CRM functionality should be designated
with the task of communication to help drive adoption across the business.
CRM admins who possess a deep understanding of the CRM's native and
external configuration capabilities should work closely with the subject matter
experts to build the CRM solution. Number three, create a comprehensive
training plan. Your training plan should include these three key types.
Persona training. It is important to consider role and position while training.
Experience level training. Establish experience levels you want
to train to and then be sure to have a specific plan for new hires.
Reinforcement or motivational training. The executive sponsor addresses the
organization and explains why change is happening, what the target outcomes are,
and why it's important for the business. Number four, use cadence
for accountability. You must take action to maintain focus. The business cannot
afford for the initiative to get lost in day-to-day activities.
Subject matter experts and CRM admins need to meet monthly to cover
organizational performance, user feedback, technical issues, user adoption,
and tactics. Leadership needs to create strategic meetings which occur once or
twice a year where business goals are evaluated alongside outcomes, objectives,
and investments. Number five, own your CRM. To achieve success with CRM,
it is critical that you own your CRM solution. Your software partner should be
there to help guide and coach you, ensuring your team is trained and fully
empowered to drive your solution so Go Live isn't a complicated mystery.
This puts your team in the driver's seat so you can achieve your business outcomes.

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5 Steps to Successful CRM

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