Dynamics CRM – Should we or shouldn’t we?
CRM is quite the buzz word at the moment. Businesses are (quite rightly) recognising the potential of a CRM system and embracing it. However, deciding to bite the CRM bullet is one thing, making it work successfully within your organisation is quite another. Using the ten points below as a guide should help …
1. Make it fit
CRM should be tailored to fit your business and processes – however, for this to be beneficial, you need to know what those processes are! Define your business processes and ensure they are understood throughout the business at every level.
2. All inclusive
It is imperative that all staff feel involved in the choice and development of the new system – after all, they’re the ones who have to use it. This will guarantee co-operation and encourage feedback and suggestions.
3. What’s in it for me?
Staff often feel as though they are “being monitored” or simply don’t understand why they have to change the way they’ve “always done it”. Remove these objections by ensuring every user understands exactly what they (and the business) will achieve from the CRM solution.
4. It’s a Phase
When implementing anything new, it is essential to clearly define achievable goals. The project should be split into clear stages, ensuring each stage is a success before moving onto the next one. Encourage your users to get involved and begin using the system as each stage is complete.
5. Practice what you preach
Everybody needs to use the CRM system – no exceptions! If the MD is using it, there’s no excuse for others not to!
6. Super, just super!
With any new system, training is of paramount importance. Designate some “Super Users” and train them to an advanced level. They can then become the first port of call for everyday queries and can assist with induction training for new employees.
7. No excuses
Training, training, training! Ensure all users have sufficient training to allow them to carry out their day to day tasks. Add to this good supporting documentation to refer back to, and you have eliminated any excuse that the user doesn’t know how to use the system.
8. Less is more
Initially, keep mandatory data entry to a minimum. Users shouldn’t feel as though it’s too much of a bind to create new records within the CRM system.
9. Can you see what it is?
Results should be displayed for everyone in the business to see. This could be via company wide emails, your own intranet or even widescreen TVs displayed on the sales office walls!
10. All under one roof
The most successfully adopted CRM systems integrate with other industry standard software – for example, Microsoft Dynamics CRM is integrated with Outlook. Outlook is a program that will (or should) always be open for every user.
Painted Red offer a full consultancy service beginning with understanding your business and its requirements all the way through to hands on end user training and troubleshooting workshops.
Please give Julia a call on 07557 854229 or drop her an email to find out how we can help your business embrace the CRM experience.