Selecting a Leader to Champion Your Transition to CRM
As your company acquires a CRM system, it is important to select a leader in your organization to spearhead the adjustment across all levels of operation. This “CRM Leader” eases the transition and gets your company to shoulder more responsibility as you establish total control of this new tool. Having a point person to oversee the process will help you assess how well your employees are using this technology. Here are a few things to look for in your CRM guru:
Who Is Open to New Ideas and Deserving of Special Recognition?
This position creates an outlet for career advancement and gives your employee more responsibility. Look for someone excited to do things in a new way and who has the skills and desire to share that enthusiasm with others. Choosing a person who has proven loyal and is comfortable at the wheel of a new project is key. A person who is passionate about your business goals will understand the drive behind introducing CRM and help others to do the same. Ideally this person has presented their ability to collaborate and possesses a positive attitude.
Your CRM Leader Should Be Able to Troubleshoot
There’s no question that your guru must be a fantastic problem solver. Find somebody who is ready to troubleshoot snags as they surface, whether those snags are tech based, or from employees pushing back on new systems and cultural changes. A leader who is tech-savvy and willing to familiarize themselves with technology is crucial, and it is also necessary for them to care for their fellow employees, encouraging them during this major transition.
Be Rooted In Process
Because CRM is deeply involved in processes, your guru needs to have a firm grasp on your company’s procedures and be aware of the benchmarks that you are working to achieve. They should learn Microsoft Dynamics to a high degree so they can teach others the best practices. Keeping an eye on the information captured at key points in the customer life cycle and knowing Dynamics will help your guru discern how the CRM is affecting your company, and allow them to initiate changes where necessary. To learn more about rooting CRM into your business processes click here.
Managing Employee Push Back
Your CRM leader should manage the front lines of employee friction. Due to the relationship between CRM and user workflow, it is inevitable that your company will experience resistance during implementation. Your leader must be patient and execute authority over changes in procedure. Yes, major shifts have occurred, and of course that can be frustrating — but while things have been done differently in the past, the truth remains that your business is now operating in a new way. Your guru should work closely with all departments to ensure CRM is effective and that each unit receives the support needed to thrive. Implementation is a major culture change, so communication is fundamental to organizing a smooth transition. See resources linked below for managing this change.
Choose a Trainable Trainer
With any CRM system the learning opportunities are endless. During the implementation stage your leader will train employees on new processes and technologies. Once implementation is complete your CRM leader should be responsible for ongoing training for both seasoned employees and newly hired personnel, ensuring that usage is standardized for clarity and efficiency. In addition to being the first line of support for training, your guru should cultivate an awareness of services that arise with updates of Microsoft Dynamics. Analyzing company processes and recognizing innovative solutions will assure that your organization maintains an exceptional flow of business for years to come.
For more ideas on how to choose an excellent project manager for your CRM operations, reach out to us at 303-482-2909.