The 7 Phases of CRM Introduction
After choosing an experienced CRM provider, you can expect these phases of CRM implementation.
The introduction of CRM is certainly not a witchcraft. Comparing CRM systems and selecting the right provider is time-consuming. That’s why we’ll briefly explain what to expect and what points to look out for during the CRM rollout phases.
Haven’t made a selection yet? The CRM Checklist Requirements overview will help you with this.
1. The CRM workshop with your CRM partner
Once you have found the right CRM provider, meet with him for the CRM workshop. On the one hand, it is a matter of getting to know each other. On the other hand, it is about discussing the exact requirements. Accordingly, the entire CRM team as well as the decision-makers of the CRM implementation project should be present.
The specifications are created
In detail, the timing, concrete system requirements, production processes and data sources, integration possibilities for example from CRM and ERP into the existing system landscape as well as individual adjustments and configurations of the system are discussed. The result of the workshop is then the specification on the basis of which the project is implemented.
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2. Clean up and take over data
To start your new CRM software, your existing data must also be fed into the system. This is a good opportunity to eliminate maple oaks. Make sure your data is consistent in finding your way into the new system. Your CRM provider should offer you assistance with this project. This way you benefit from his experience from previous projects.
3. Who should work where and how with CRM?
The training of employees is particularly important to support them with on-boarding. This is because they promote their acceptance and ensure that the system is used optimally from the outset. This also allows you to generate a faster ROI (see ROI view). The software should be used so extensively and content should be maintained correctly.
With many vendors, you can use videos to get a first CRM software overview to familiarize yourself with the new CRM software.
Tip: Employees love it when they can also set up their own individual CRM. For example, about the new technology of the widgets.
CRM Guide Helps Employees Introduce CRM
Precise specifications help your employees in this. Therefore, it makes sense to deploy them in a CRM guide. In addition, the guiding principles of the new CRM strategy can be presented visibly in the company, for example in the form of a calendar or poster. They recall the new strategy and thus automatically lead to internalization.
Your goal is CRM adoption when your employees say, “The CRM system is like a good colleague. It works with me and not against me.”
4. Installation and pilot operation
If everything is prepared for CRM implementation, the CRM software is installed by the vendor either on a separate server or in the data center. And, of course, also integrated into the existing system landscape. For example, interfaces to the ERP system or the telephone system are set up.
Individual adjustments: Customizing
The system parameters are then configured according to the requirements in the company and programming adjustments are made (Customizing). Last but not least, the pilot operation of the system is used by test users. These check whether the functions meet all the requirements of the specifications and whether existing interfaces work properly.
5. Roll out
Dear evolutionary, rather than revolutionary! This means that the system is gradually rolled out and not put into operation in one fell swoop. “Step-by-step” can refer either to the locations or to the range of functions. This is what our customer reference Hurco did.
Step by Step
So it makes sense not to introduce the system at the same time at ten locations. Do this one after the other. In terms of functions, it means starting with a department, usually with sales. This is followed by other areas such as marketing and service.
6. Go live and Acceptance
If the system meets all requirements and is fully put into operation, acceptance takes place. This confirms that the service has been provided by the provider as agreed.
7. CRM is alive
The actual CRM roll out now seems to be complete. However, your CRM system is alive. This means that after the Go live should be checked and optimized regularly. This is the only way to ensure long-term success with your CRM system. This makes this the most important of the phases of CRM implementation.
Regular meetings with your CRM partner
Get feedback from your employees. Discuss issues or customization requests with your administrator and the vendor’s support. Regular Jour fixes with your customer advisor support you in the strategic expansion of your CRM system. For example, to mobile CRM on your tablet or with a CRM app for smartphones.
Keeping CRM up-to-date
This can be necessary automations and functions, as well as the integration of supporting tools or an extension with a CRM app. As a CRM expert, your consultant is always aware of new trends and their benefits for your company and is therefore a valuable help in the development of your CRM system.