implementing crm that will actually get used
DESCRIPTION
TRANSCRIPT
Implementing CRM that will actually get used
Dawn AguiarSr. Manager, Digital Marketing
Mimio
Twitter: @DawnAguiar
LinkedIn.com/in/dawnaguiar
Slideshare.net/DawnAguiar
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?
Adoption is an uphill battle
How Sales see Marketing and IT
How Sales see themselves
Change is just plain hard
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
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
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.
Is it adding value?
Provide info they couldn’t get before, and now can’t live without
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
Is it mandatory?
Managers must hold users accountableGive entire organization visibility to
adoption reportsTie bonus to CRM adoptionCreate consequences for non-adoption
Is it fun? (Or at least painless?)
Consider gamificationInclude a social media element (like
Chatter)Dashboards that show the latest closed
sale are motivating
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.
Questions?
Twitter: @DawnAguiar
LinkedIn.com/in/dawnaguiar
Slideshare.net/DawnAguiar