implementing crm that will actually get used

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Implementing CRM that will actually get used Dawn Aguiar Sr. Manager, Digital Marketing Mimio Twitter: @DawnAguiar LinkedIn.com/in/dawnaguiar Slideshare.net/DawnAguiar

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Page 1: Implementing CRM That Will Actually Get Used

Implementing CRM that will actually get used

Dawn AguiarSr. Manager, Digital Marketing

Mimio

Twitter: @DawnAguiar

LinkedIn.com/in/dawnaguiar

Slideshare.net/DawnAguiar

Page 2: Implementing CRM That Will Actually Get Used

Lay a strong foundation

Is your CRM project mission-critical?

What will happen if you don’t use CRM?

Do the executives believe?

Do sales and marketing management believe?

What is the definition of success?

Page 3: Implementing CRM That Will Actually Get Used

Adoption is an uphill battle

How Sales see Marketing and IT

How Sales see themselves

Page 4: Implementing CRM That Will Actually Get Used

Change is just plain hard

Page 5: Implementing CRM That Will Actually Get Used

What’s In It For Me? (WIIFM)

The RightMessage

You’ll get your leads faster

You’ll have more insight into the lead/account history

You’ll spend less time on forecasting and status reports

You’ll make more money

The Wrong Message

We’ll have better reporting

Management will have more insight into the funnel

Your manager will be able to track your tasks

If sales people leave, knowledge doesn’t leave with them

Page 6: Implementing CRM That Will Actually Get Used

Build your best team

Users who are most respected by peers (not management’s favorites)

All departments (finance, marketing, sales, operations, etc.)

Full-time project manager

Executive and Management sponsors

Front line managers

Page 7: Implementing CRM That Will Actually Get Used

Is it easy to use?

Ground all processes in reality.

How many steps/seconds does it take to complete a task?

Pre-load data whenever possible.

Build useful reports and dashboards.

Make it accessible.

Page 8: Implementing CRM That Will Actually Get Used

Is it adding value?

Provide info they couldn’t get before, and now can’t live without

Page 9: Implementing CRM That Will Actually Get Used

Is it unavoidable?

All leads come through CRMAll sales must be closed in CRM in order to

receive commissionAll key reports must be generated from

CRMCritical communications should be driven

through CRM

Page 10: Implementing CRM That Will Actually Get Used

Is it mandatory?

Managers must hold users accountableGive entire organization visibility to

adoption reportsTie bonus to CRM adoptionCreate consequences for non-adoption

Page 11: Implementing CRM That Will Actually Get Used

Is it fun? (Or at least painless?)

Consider gamificationInclude a social media element (like

Chatter)Dashboards that show the latest closed

sale are motivating

Page 12: Implementing CRM That Will Actually Get Used

Being the pit bull

Someone has to be the owner/nag/pita. Own it.

Someone also has to be the inspiration/ innovator/champion. Be that, too.

Everything doesn’t have to be perfect, but there has to be a plan to make it better.

If you don’t let go until it’s done, it will get done.

Page 13: Implementing CRM That Will Actually Get Used

Questions?

Twitter: @DawnAguiar

LinkedIn.com/in/dawnaguiar

Slideshare.net/DawnAguiar