Companies are complex — made of team members offering differing views and ideas.
This is a challenge when implementing a CRM application. The foundation of a successful CRM implementation is for team members to come together to understand, agree and cooperate on how — and most importantly why — they will use the application.
The first step to achieving consensus is to focus on a philosophy that emphasizes that the organization acts as a developer instead of a tracker.
So, what is a developer?
Developing organizations use information coach and create future plans with team members that generate valuable insights for their customers ,
Businesses that are trackers, however, use data for all the wrong reasons: like reviewing past activity — and as a result, become fixated on what personnel did not do. Far too often, companies go down this dangerous path.
CustomerTRAX guides a process to help businesses effectively adopt and embrace the CRM application — and move toward becoming Developers.
This strategy is based on the following core themes that combat the danger of failed implementation:
- Stop measuring success based on how much you use of a CRM application. Targeted approaches, requiring small changes can result in big, positive changes.
- Stop ignoring the biggest threats facing your company — most importantly, don’t pretend team members understand how to address those issues.
- Stop Pushing for Quantity— Requiring 100 sales calls a day does not guarantee results if those calls lack a strategy.
- Stop Focusing on the Past — Reminding your team of previous failed goals increases disengagement and dysfunction.
- Stop Pushing Employees — Your team will not buy into a CRM solution by being forced into using it — they need an incentive to embrace it, and agree that it’s the right solution.
- And finally, Stop “One and Done” Training—A static and single training approach to CRM will fail. Your team needs to learn in their own way and at a realistic pace with your support.
CustomerTRAX can help your organization adopt CRM the right way — and to get started, we invite you to contact us about our Consensus workbook to learn more and measure whether your company is on its way to becoming a Developer — so it can start acting and planning for future success.