Whether you are one month, one year, or several years into a CRM deployment, it is always important to perform “health checks” to ensure the project is going smoothly. Just because the software is in place, does not always mean it is being used at optimal levels or driving the best return. These five tips can help your business keep the CRM initiative on track and continue bringing positive returns…
When it comes to CRM, it is always important to remember to look at your initiative as a journey, not a destination.
We usually like to think of IT and business projects as having a set lifecycle – we select tools, implement them – and move on. Set it and forget it. But a CRM initiative is different. It truly is a journey – and it requires constant monitoring and maintenance from both a people and technology perspective to continue to drive value.
And really, a CRM initiative isn’t a system or piece of software – it is an encompassing program. A program where people, process, and technology intersect – requiring orchestration and care.
So, even after “go live,” it is critical to constantly assess and reevaluate the processes, configurations, and policies governing your CRM deployment.
Even if you are far along a CRM deployment, or have already gone live, it is never too late to set up a strong governance policy to ensure the system is working at optimal levels. The below guidelines can be implemented any time, and create a “benevolent cycle” of best practices around monitoring and fostering early and late-stage adoption of the CRM.
As the old adage goes – you can’t manage what you don’t measure. Too often, organizations understand the need for adoption, but may not identify simple bellwethers of proper and optimal system usage.
Below are three types of usage metrics you can quickly collect, measure and analyze to generate an instant CRM health check for your deployment, anytime.
Below are some simple best practices for building a solid adoption campaign after deploying the CRM software. By leveraging these best practices, you can insure constant positive project development:
Every company’s deployment is different, which means your path to 100 percent adoption will be unique as well. However, by using these sample adoption plan templates you can craft a custom action plan for your business, for every stage of deployment.
A CRM system is only as good as the data inside of it. And without constant active use by your employees, the data and subsequent insights suffer from the law of diminishing returns. However, by taking a proactive stance towards driving adoption, your organization can continue to “sell” the benefits of the system to users, keep them educated on best practices, and more quickly onboard new employees to the system.
Adoption is not a singular event – it must be constantly monitored, and all employees in the system need to feel the system makes them better at their jobs, and not see the CRM as a time and productivity drain. Following the preceding steps and best practices can help set your organization on a path to adoption success, and continue to increase the value and overall return on your CRM investment.
This article originally appeared on the SugarCRM Blog.