How a CRM project is planned, implemented, and promoted is crucial when it comes to adoption. In this whitepaper you'll learn how to avoid some common pitfalls that often hinder adoption, such as lack of executive endorsement, IT constraints, structural inflexibility and more. Prepare for the pitfalls before implementation and your return on CRM investment will soar.
WHITEPAPER
A CRM Champion’s Guide to
Adoption
Phil Barker Chief Adoption Officer April 2007
1 Contents Introduction ............................................................................................................................................1
Defining CRM..........................................................................................................................................1
CRM Applications are Unique ...............................................................................................................1
The Role of Business Champions and Executive Sponsors ..............................................................1
A CRM Champion’s Keys to Success...................................................................................................2 Find an Executive Sponsor......................................................................................................................................... 2 Get Beyond the Constraints of IT ............................................................................................................................... 2 How Not to Slip on the Slippery Slope of ROI.............................................................................................................2 Stay Flexible............................................................................................................................................................... 3 Create a Network of User Champions ........................................................................................................................ 3 Make it Short.............................................................................................................................................................. 3 Embrace and Manage Change................................................................................................................................... 3 Build a “Corporate Memory” ....................................................................................................................................... 4 Get Managers on Board............................................................................................................................................. 4 Use CRM as a Portal.................................................................................................................................................. 4 Focus on Usability...................................................................................................................................................... 5 Insist on Data Quality ................................................................................................................................................. 5 Don’t Become an Island of Information....................................................................................................................... 5 Invest in Your Administrators ...................................................................................................................................... 6 Get a CRM Help Desk................................................................................................................................................ 6 Integrate Your Sales Methodology.............................................................................................................................. 6 Measure Adoption ...................................................................................................................................................... 7 Establish Centers of Excellence ................................................................................................................................. 7 Provide Training......................................................................................................................................................... 8 Offer Adoption Incentives ........................................................................................................................................... 8 Make it Mobile............................................................................................................................................................ 8 Take Advantage of New Product Features......................................................................................................... [download for more]
