Implementing a CRM system can be overwhelming to say the least. There is an overabundance of information on different CRM vendors, features, consultants, best practices, etc. Rather than getting ahead of yourself, the first thing that you need to do is determine who will be on your CRM Implementation team. While this may seem like an easy task at first, it should be given careful consideration as you don’t want too many people involved (too many cooks in the kitchen) and you don’t want to leave out any key players. Below are suggestions on the roles on who should be taking an active participation in the CRM project.
An Executive Sponsor
The Executive Sponsor is the one driving the CRM Implementation, provides the strategic vision of the company and selects the CRM implementation team. This person should also have the authority to make decisions relating to the project finances and business processes and will have the final say in project decisions to prevent “in-fighting”. It is also important to have the executive be present and supporting the CRM system while it’s being rolled out.
Sales Management
Since the CRM system is primarily for the sales organization, sales management will play a key role. Sales Management understands the “ins-and-outs” of their department and is active in the day to day activities.
End Users/Power Users
Certainly, you don’t want all of your end users to be included in on the Implementation Team. However, you will want a few. These should be users who are likely to be the first adopters of the system or a power user (a sales operations administrator who may serve as a functional administrator of the system). Since the end users are going to be using the system the most, they will also be the most critical. They can provide guidance on customizations – on what is necessary or whether it will be cumbersome– and can prioritize importance of certain tasks.
A Technology Resource
If you are going with a traditional CRM that runs on an internal server, this resource should understand the infrastructure that will support the application. They will also determine the technology requirements concerning storage, back-up and disaster recovery. Even if you opt to go with a Cloud CRM application, a technical resource from IT should be involved. Yes, with a cloud application, the demands on your IT staff is considerably less, but the technical resource should have an understanding of cloud security, back-ups, etc. In either scenario, this resource may be the technical administrator to the system -- modifying user profiles & security, handling installations (if not Cloud CRM) and even simple customizations.
Project Manager
The Project Manager is responsible for scheduling all work and acts as the liaison between you and your consulting partner. This person will help facilitate the project and monitor the project milestones and budget and will attend all the planning meetings.
Marketing & Customer Service Representative
Most CRM implementations begin with sales but eventually they include marketing and support. It is wise to have a member of the marketing and customer service teams in the planning meetings. Their requirements may not be implemented initially, but knowing what they will need, will help your consultants know the future direction of the system.
It is wise to plan ahead so you make sure that the system can grow with you. An Implementation Expert Last but not least, after you have your internal team selected, you will need to start thinking about outside resources to help do the heavy lifting.
We know that selecting a CRM consultant is a task in and of itself. Don’t think you need a CRM consultant? A CRM consultant is a valuable resource that can provide best practices and will save you time and money in the long run. Think of it this way, you hire specialists in other areas of your life (mechanic, hair stylist, roofer, etc.).
Why wouldn’t you hire someone to implement CRM correctly? After all, your business is important and CRM is not just software, it’s a business strategy. On the surface, selecting a CRM Implementation Team seems like it will be an easy task, but give it the attention it deserves. Don’t rush through this task -- selecting the right players is your first step towards CRM success! Cathy Boudreau is the Social Media Marketing Manager at Harvest Solutions and has been in the CRM industry for 12 years. At Harvest Solutions, our goal is to build a CRM system for your organization that will help you analyze your customers and opportunities, follow fast moving trends and identify and strengthen successful marketing programs.
We will help your company launch a CRM initiative efficiently by examining your current business, sales, marketing, and customer service processes. We are a group of responsive and knowledgeable professionals with a clear course of action to your CRM project. Harvest Solutions is a certified business partner for Salesforce.com, Microsoft, HubSpot and Nimble. For more information, please visit our website at http://www.harvestsolutions.net or call us at 781.530.3736
