This blog is part 1 in a series covering the essentials you need to successfully integrate a CRM.
If you are now at the stage that you need an enterprise CRM, then congrats on two fronts. The first is that your organisation is big enough to warrant a powerful tool that will enable further growth, and the second is that you have realised that getting ahead in your space will require the automation and alignment benefits that come with an Enterprise CRM.
This is a hugely positive step, but it's always good to be cognisant of the fact that changing a CRM in a lot of ways is like moving your kids to a different school. For the kids, it’s a hugely disruptive process, they will not like it, you’ll have some temper tantrums and arguments, but in the long run you know it’s going to improve their lives and help them achieve things they could not before.
This should be the driving ethos for any CRM implementation; initial disruption will lead to enhanced success for all users.
So what’s key to managing this change and ensuring that you are enabling your staff to use the new system effectively?
It boils down to three aspects:
- Clear direction with consistent training
- Product championing
- Employing the 40-70 rule
The key to a successful CRM integration is realising that every one is different and can be challenging, but they can be managed effectively by a strong team. Undoubtedly you will run into technical difficulties and internal personnel struggles, but by using these three approaches you will be able to effectively steer a CRM implementation through to success.
In the blog below, we will discuss what the approaches are and give examples of use cases which you may find familiar:
Part 1 - Clear direction and consistent service
If you've been tasked with leading your CRM implementation, then you are now in a position of great responsibility. This will be a transformational period for the company, so being at the helm of this shows you are capable and trusted. The first thing you need to do is get buy-in from senior decision-makers and work with them to create a clear framework. This will make your process immeasurably more positive and avoid a situation where you're pulled from pillar to post whilst spinning several plates. Clarity is key in any CRM implementation.
The processes you use for positioning, on-boarding, collaborating, executing, and tracking will make or break your ability to implement the new system.
Every organisation that is getting to the stage where they need an enterprise level CRM has obviously been doing a lot of things right, meaning they will have a lot of entrenched processes and ways of working, some of which are good and others which may be cumbersome.
You need to be able to communicate and reach an understanding with the stakeholders of these processes, that the new system will aim to achieve your organisations goals, but the processes and ways of working may adapt or change along the way. Make efforts to explain that this isn't a reflection on their work, just an alignment to the new technology. They should see changing the CRM as an opportunity for systemic change, not just rolling out a shiny new toy.
Unfortunately, conversations around this situation can be tense, as often people don’t like change. If you are going to convince them that this is the right thing to do, you need to be uncompromisingly clear on the positive benefits of what this change will achieve for them and the eventual benefits. Successful change management isn’t just the new system being updated, it's in many ways more about the people and enabling them with effective processes and use cases being improved alongside the technology.
Always remember that these people have got the organisation to where it is now and their opinions are not only valid, but invaluable to a successful integration.
To do a successful integration is not only about the technology, but also how users listen to their problems and then focus ruthlessly on solving their issues with focussed alignment. Alignment is the key strength that the top companies wield to outperform their competitors. HR, Marketing, Sales and Operations, through a well executed CRM roll out, all becomes housed under one roof. Aligning the company's processes and infrastructure to the company vision is far easier when you have the team onboard.
Alignment requires clarity
More than anything, what you'll need during a CRM migration or implementation, whether done in-house or with a CRM specialist, is clarity. Crystal clear clarity on needs, challenges, wants, wished and proposed outcomes. You'll need to trim away the fat and get to the core of what your business does, who it does it for, and why it’s doing it. Then you'll need to start laying out the processes and eventually the tools.
Start with understanding
When you start, the first thing you should do is map all the problems each department is having. The challenge here is that often teams won't have an understanding of where their friction points or misalignments are. They may not know their tools are broken. Start with high-level, organisational questions:
- What are your USPs?
- What are the organisation's annual targets?
- What is your understanding of the ideal client fit for your company?
- What's your elevator pitch?
Once you've started to interview individuals across the organisation, these questions will start to highlight areas of frustration.
Then, start to break down the questioning into more targeted department, team or individual based questions:
- What challenges do you face in your role?
- Who do you report to?
- Who reports to you?
- Outline your role
- How long is your average sales cycle?
Then start to dig into process:
- What do your report on?
- What's your sales process's strengths/weaknesses?
- What's your least favourite part of the sales process?
- Who is involved in a sales process?
Once you have this then you should start to map out each of the processes. We find visually as a group (Post-It notes on a white board) is the best way to get a real understanding of what's happening. Often, there will be multiple processes. New business, renewals, up-sells - these are some of the most common we see. Map them all out together. You need to understand how the processes fit together.
Then begin to look at how you can streamline the processes with automation and strip back non-essential aspects and identify blockers.
Present your findings
Once you have a clear understanding of how the processes map out, you should then present it back to the stakeholders in the process. This will ensure you're all singing off of the same hymn sheet but will also help to keep your team aligned.
From this point, it will be far easier to clearly outline what can be done, what this process will improve, the required steps and the training that your team will need to remove friction. By giving a clear outline and direction, including the milestones along the way, you will set expectations and ultimately limit disruption. Project long term direction and reaffirm the needs and outcomes of the Enterprise CRM implementation with positivity. This will help you mitigate friction from internal teams, as systemic change can be challenging and uncomfortable. You need to be prepared for this and in the next section we outline how you can navigate this.
In part 2 of this series, we will delve into the 2nd approach to success from a CRM implementation, which is ensuring that you work with your team, not around or against them.