“Almost all quality improvement comes via simplification of design, manufacturing… layout, processes, and procedures.” -Tom Peters
Building a successful CRM system isn’t just about choosing the right technology, as significant as that is. You also need the right plan business outlook.
Stand-by Your Vision
Don’t over look your originating vision. The importance of a clear vision statement shouldn’t be overstated. It isn’t a waste of time if used correctly. Successful people know and understand the value of having a clear, repeatable, action-oriented vision that they can clearly communicate and get others to really rally around.
Your vision is many things, from
- becoming a market leader for sales, to
- redefining customer service.
Vision statements need to be both aspirational enough to have an impact, and clear enough that the entire organization can understand it.
Look at Your Approach
Strategy is the how? It’s what makes your vision achievable. Say you want to be market leader for sales. Do you do this by competing on price, or by offering different products, or by emphasizing your great after-sales service?
CRM Helps Setting and Achieving Business Objectives
Business objectives are where vision and strategy get translated into the day-to-day work. A common mistake when implementing a new CRM system is to replicate in it all the old business objectives and processes, complete with their inefficiencies. Instead, view your implementation as an opportunity to review and optimize how you work.
Executive sponsorship is vital for your CRM vision, strategy and business objectives, and for a successful rollout. A lack of executive sponsorship is one of the top five contributing factors to CRM failure. Is this true and something that you emphasis?
Measurement Does Matter
“You can’t manage what you can’t measure” is an adage attributed to many business thinkers. Metrics should be visible to everyone, and this means creating dashboards for all levels of the organization, from sales reps and managers, to the executive team.
Prioritize your Roadmap
You’re not going to get everything done at once, so decide what’s most important, and deliver that piece first. Training is most often a priority, with everyone onboard, everyone is ready to go and use the new CRM system as soon as it’s available.
Building your CRM system is a priority. And a successful rollout is vital, but keep in mind being able to deliver enhancements and new features after you go live is equally important. Consider what other capabilities you need to deliver for your business to succeed. Now that your happy with your CRM system and the strategy is working, it’s time to measure and optimize the technology!
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