There are many advantages to utilizing a CRM system; for example, we know that the use of CRM software increases the productivity of salespeople by 15% and that sales personnel who use it are far more likely to hit their sales quota. Once you’ve selected a CRM that suits your business needs, there’s the small matter of implementing it. First things first, you need to pull together your CRM implementation team.
Why do I need a CRM implementation team?
CRM user-adoption is crucial to guarantee ROI, but in order for your employees to invest in your CRM, there should be a strong implementation team to lead the way. Outlining a clear strategy for implementation from the outset will prevent complications later down the line and your group of key stakeholders can help you achieve this.
Who should be in my CRM implementation team?
The project manager
Your project manager should be responsible for the implementation process overall. It’s their responsibility to make sure CRM implementation goals are met. You can expect them to take charge of rallying the team through organized meetings.
This role doesn’t necessarily have to be filled by someone in a management position, but they need to have good communication skills alongside the knowledge and enthusiasm required to get the job done. If you’re unsure of where to look, try your IT department first, because even if they haven’t implemented a CRM before, they will most likely have taken on other similar software implementation projects.
Think about who will be using your CRM. It’s important to keep your employees happy! We know that the ROI on CRM is approximately $5 to every $1 invested but their use of the system is what makes it effective. You should plan to satisfy all end-users across departments.
Remember that sales’ needs aren’t representative of everybody’s. End-users can include on-the-ground reps, marketing execs and department managers. Aim to include both frontline staff and those in more senior positions.
A sponsor or champion
Your sponsor or champion should have a real interest in your new CRM system, which means they’re keen to learn and others can refer to them if they have questions or problems. This is different to the project manager role. The sponsor (or super-user) can be the point of contact between the vendor and the rest of the team.
Once you’ve built your complete team, you can start thinking about your implementation strategy and focus your energy on capturing the imagination of your buying audience.
Lauren Stafford works as a Digital Publishing Specialist at Discover CRM, a platform which gathers together the latest thinking, news and research about CRM software.