7 Steps to a Smooth CRM Implementation

CRM implementation can feel daunting, but it doesn’t have to be. Partnering with the right CRM expert and following a few key steps can simplify implementation and deliver a quick ROI. By embracing a collaborative approach you can avoid common pitfalls that derail CRM projects — let’s explore some of these crucial steps to transform your CRM implementation for the better.

Feeling overwhelmed by the sheer number of CRM platforms? You’re not alone. Many businesses face the same challenge and desire adaptable, cost-effective systems without legacy baggage.

1. Get ahead of your preparation

A good deal of preliminary research and preparation goes into effective CRM implementation. Consult IT, but don’t let them lead the project. For a streamlined implementation, you will need buy-in from all the teams and managers who will be using the new CRM system. So, make sure they are well represented in the planning stages so you can ensure the platform and core feature you choose will be adopted by all key stakeholders.

2. Assemble a CRM team

To successfully push through your CRM project, you’ll need to fill a variety of roles. This doesn’t necessarily mean you need to make any new hires, but you’ll need an iron-clad group of internal stakeholders who can assist in CRM implementation across all verticals of the organization.

Here are the positions you need to think about:

• The evangelist: Preferably a senior figure such as the president, CIO or CFO who can drive awareness and generate support from the top down.
• Departmental managers: Including sales, marketing and customer service.
• Subject matter experts: Those within the company who can identify relevant data sources and business processes.
• IT managers: Internal users who can govern the provision of the system and oversee technical troubleshooting.
• CRM technology experts: Parties who can bridge the gap between IT and the ultimate users.
• A project manager: One authority to manage the scope, time, budget and quality of the CRM implementation.

3. Consider what you want from your CRM implementation

Don’t be mean with your research. Identify the requirements of the project’s key stakeholders and build a common set of expectations. Once you have your requirements lined up, prioritize them — and be prepared to drop any that could disrupt the project’s key focus.

Don’t be too ambitious. Consider an initial pilot project involving one or two critical departments. This way, you can manage the business’ expectations more effectively.

You’ll also need to consider which CRM package will most benefit your business. For example:

• For a quickly implemented and affordable CRM, avoid anything too customised. Check out our JumpStart package, which will get you up and running with contact, campaign, and sales management for a fraction of the cost of a standard implementation. This package is priced between $6,300 and $12,600.
• Got the expertise in-house to configure your CRM? You’re probably looking for a more hands-on package. Our SelfStart package, priced around $3600, has all the core CRM features while giving you a 360 view of your customers.
• If your business needs are a little more complex, you might be after a customised CRM plan. Our Shared Success package, priced around $12,600, is the best way to get personalized CRM at an off-the-shelf price.

4. Configure the system to your needs

An effective CRM implementation involves customization according to your business needs. If you’ve picked the right partner, they will help you modify the CRM system to match your requirements, helping to avoid user backlash caused by any delays in its ability to address requirements.

As a result, you will experience better rates of user adoption and positive reception to the system.

5. Personalize your database

For your CRM to be leveraged effectively, you’ll need to import all the relevant data from different sources across the business. This is your chance to ensure consistency, remove duplicate references and consolidate your records.

When carrying out the task, try to be thorough — but take care to not migrate any irrelevant data, or you will simply be recreating the complexity and confusion that your CRM project is probably designed to address. Then, test your database extensively.

6. Train your people

An effective CRM partner will provide a range of in-house, online and virtual resources to help your users achieve the most productive levels of competence in the new system.

As with any new business application, getting individuals to use the system can be a big challenge. Non-technical users need jargon-free explanations that will help them see the relevance of the CRM implementation to their business processes. Referring them to manuals for self-service or assuming that they will just start using the system simply won’t cut it.

7. Go live

The final phase to round out your CRM implementation steps is, of course, to take your CRM live.

But just before you do, rerun your data migration to make sure the system is using the most complete and up-to-date information. And don’t leave the new system’s users to their own devices — support them from the start and your CRM implementation will deliver a return on your investment from day one.

The takeaways

Let’s recap the essential steps we walked you through in this article to understand how to implement CRM effectively.

• Spend as much time as you can on preparation.
• Make sure you have all the right people on your project team.
• Match the relevant business processes with your CRM implementation requirements.
• Consider departmental or phased implementation.
• Configure and customize your system.
• Populate it with clean, relevant data.
• Test your database before you go live.
• Rerun your data migration to ensure the system will be up to date before you hit the launch button.

Explore some of our customer success stories to find out what CRM can do for your business. Or, simply book a demo today to learn more about how our platform can help you close more deals and increase revenue.