Recently we were working with a customer and we re-engineered their sales processes as well as moved them from one CRM instance to Microsoft Dynamics CRM Online.
We did a post implementation review 60 days after go live and the sales end users could not believe the difference as well as management noted the increase in utilization. We discussed the factors that were involved in the increase of utilization in this instance vs. the previous CRM. And although there were some nuances on the functionality and usability front it boiled down to the people element during and after the implementation.
1. In this engagement we identified 1 - 2 power users that would be accountable to police the system and the sales team from day one.
2. We setup standardized sales processes with the sales team input during the implementation process with a hands on approach before go live.
3. The CRM Admin/Sales Coordinator and a full understanding as well as authority to manage the sales team regarding their sales tracking and training needed.
4. Training was setup on regular intervals driven by the internal sales coordinator with help from our team.
5. Sales meetings were driven by live CRM Dashboards and management held sales users accountable for those sales metrics and goals.
All of the above sounds more common sense than not but the organization had taken this approach previously but did not have the right internal person or persons to really run with the ball. As well as giving them the authority they needed to be effective.
The sales support team continues to provide training, changes, and updates; however, their focus has been now transitioned to more analytical role providing management insight into the metrics so they can manage, coach, and train from a sales skill set perspective.
Copyright © 2014 Dave Neal
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