The 6 Guiding Principles to Maximise CRM Adoption
1. Prepare for change management:
Strategy and vision are the foundation of your approach to management. Understand who you will need to lean on, as well as identifying those in your organisation you consider to be your do-ers and early adopters.
2. Secure and demonstrate leadership buy-in:
It is crucial to keep leadership engaged in the implementation process. Prioritise a top-down approach, make decision-makers your first consideration, as that adoption message will be broadcast furthest by the company’s execs.
3. Know your end users:
Awareness of your end users is crucial. You need to keep them top of mind throughout the adoption process – and cultivate super- and power-users, as they are the ones that will give you qualitative feedback and valuable input into what you should be doing differently.
4. Commit to simplicity:
Your Salesforce instance should be simple and easy to use. Before building a solution, start with a blank piece of paper that plots out the steps in the process. This way, you can quickly see whether the process you have designed is over-engineered for the problem it is trying to solve.
5. Deliver value and be meaningful:
Align the needs of your decision-makers and people dealing with the CRM system on a daily basis
6. Train, learn and repeat:
It’s important to understand that different users have learning needs. Consider a variety of training programmes – encourage team members to pass on their knowledge to others.