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Implementing CRM and how to ensure it’s a success

by Press

Implementing CRM and how to ensure it’s a success

by Press

by Press

Taking the plunge and moving over to, or upgrading, a CRM system is an important step for any company. It’s an investment – but a very worthy one – which pays back greatly by way of improved customer relationships, happier staff, and an increase in your bottom line.

It’s vital to make sure that the implementation of your CRM system is as successful as it can be; done right, it’ll be one of the best business decisions you’ve ever made. So, what should you consider to ensure that’s the case? Here’s some of our top tips.

Consult with staff from the outset

Involve staff from across all teams from the initial stages – before a CRM has even been selected. You need an understanding of exactly what all teams do on a day to day basis and how the software would need to work to be of the most benefit to them.

Failure to consult the right people from the outset causes problems in the future, and prevents you from gaining the maximum benefit from your CRM software. Staff consultation can allow you to choose a system that aligns with current processes, so that work isn’t duplicated, meaning it truly does save your staff time.

Adapt your CRM system according to staff feedback

Make it clear that you welcome staff feedback on the system, as customised systems like Passenger 365 can be adapted to tailor them to the exact requirements of your company. If there’s something that your employees wish the software did, or a report they wish they had access to, this can generally be arranged – and could make all the difference to the performance and efficiency of your teams.

An additional benefit of acting on such feedback, is that staff will feel more involved, and have a stronger sense of ownership over the CRM system – improving their motivation to use it.

Get your staff behind the CRM system

The successful implementation of a CRM system relies on staff using it to its full potential. This requires your employees being on-board. The most effective way to do this is to ensure that your teams want to use the software – so emphasise the staff benefits. Rather than concentrating on how the software will benefit the company, focus on how it will save the staff time, and improve their efficiency, whilst making their day-to-day working lives easier.

Phased implementation

Gradually roll out the CRM software, in order to avoid overwhelming staff and slowing down their work unnecessarily; CRM should be making them more productive, not less so!

Start with launching one part of the system only, such as Contacts. Once your workforce has become familiar with using this part of the software, you can then add another section. If you continue in this way, your staff will soon be using the whole system with minimal fuss.

It can also help to introduce the CRM software to some teams first, before implementing it across the whole organisation. This means you can start by focusing on a couple of teams who are likely to gain the most from it, making it easier to roll out the system across the rest of the company in the second phase, as any necessary tweaks will have been made and lessons learnt.

Train your staff

It may sound obvious, but you need to train your staff in how to use the new system. Even the best CRM system is no use if your teams don’t know how to use it! Create an in-depth training plan for each of your teams that’s tailored to their particular requirements – as different departments will need to use the software in different ways.

 

When care is taken to implement CRM systems in a considered way, the benefits can be huge. Whereas without such planning, your investment can be wasted. A CRM system is well worth it – as is an implementation plan that ensures the system is a success for your company.  They should come hand-in-hand, as what use is one without the other?

To find out more about how a CRM system can transform your business, contact us here.

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