Five Common Mistakes To Avoid Before Your CRM Implementation
Implementing a new or replacement customer relationship management (CRM) system is a great way to keep your business on a competitive edge. However, we can commit costly mistakes when implementing these systems, especially if we’re replacing a current one. Not wanting to adjust to a new system, not wanting to let go of your current approach and not getting support of stakeholders and employees are some pitfalls to name a few. Tal Frankfurt, Forbes Council Member and Founder and CEO of Cloud for Good, shares an article about some common mistakes we make and need to avoid before implementing a CRM.
- Holding On To The Past. “Perhaps more than any other common mistake, a stubbornly strong grip on established standards of practice will sink even the most well-managed CRM implementation. This backward line of thought can pervade the CRM implementation at any and all phases. Remember, there’s a reason you’re seeking a change in the first place; don’t lose sight of this fact.”
- Failing To Engage The Right Stakeholders. “In the lead-up to your organization’s CRM implementation, it is of the utmost importance that the right stakeholders are engaged. Stakeholders have the unique ability to determine the success or failure of what your organization is trying to achieve with a new CRM, so receiving their buy-in and including them throughout the process of implementation is a critical component often left unnoticed.”
- Lack Of Empowered Product Owners. “Product owners can drastically affect the ultimate success of a CRM implementation—for good and for bad. With the right product owner empowered during an implementation, communication with stakeholders will be better facilitated, short- and long-term planning for the technology will be better supported and the overall process will be enhanced for both internal staff and the end users.”
- Not Having A Change Management Plan In Place. “With a progressive, open-minded approach, leadership and key stakeholders should be keenly aware that the new CRM will bring updates, upgrades and a whole host of new business practices. Staff must be prepared for the new business processes and technological changes coming their way, and this can only be achieved through intentionally designed and paced change management preparation.”
- Biting Off More Than You Can Chew. ” The importance of breaking up the many possible technology needs an organization might prioritize into phases cannot be understated. Determine all the technology needs your organization is seeking to fill with a new CRM implementation, then list them out in terms of importance and criticality to organizational function. Attempting to tackle every need at once will burn out your partner and frustrate internal staff.”
Frankfurt concludes that avoiding these common mistakes before implementing a new CRM can set up your organization in a better position to succeed and thrive with new technology.