CRM Implementation

Whether you are implementing a new Customer Relationship Management (CRM) system, upgrading to a new version or customizing what you have now there are a number of things you need to get right.

What benefits will this change deliver and how will you realize them quickly, efficiently and with the least disruption to your business? After all your CRM is used by your front line staff, including your sales team. The last thing you need is any disruption to your pipeline.

Learn how you can use Skore app to:

  1. Ensure your team agree on how things are done today
  2. Describe requirements effectively
  3. Design and agree how the new system will work
  4. Train users on the new ways of working

Ensure your team agree how things are done today

Getting alignment and agreement on how things work today is important. It helps to ensure you are all starting in the same place. When you talk about benefits then everyone needs to recognize the problems you have today and how you will overcome them.

It ensures you all start at the same place when describing requirements and can have informed discussions about future designs. When it comes time to train on the new system it will be easier to start when everyone agrees how things used to be done.

Pro Tip:

Use Skore app to quickly capture and agree current processes in a collaborative workshop. Don’t go into too much detail but capture the main steps and who does them.

Describe requirements effectively

One of the hardest things about describing requirements is that we don’t always know what we need. What we say we want, and how that is interpreted, is often confused and the wrong requirement is delivered.

You can solve this by not asking what someone wants but what they do. While describing what we do – the process – we remember what doesn’t work and what would make life easier.

Describing requirements in the context of the process provides a single point of reference for everyone.

Pro Tip:

Use attachments on activities in Skore app to capture requirements as you go. Instantly report on these through Analytics and share with the development team.

Design the new system

Before writing any code design the new process that the new system will support. This might be a small change from the existing system or a completely new process.

Use the process, along with screenshots and wireframes, to describe how the new process will work to the users. This gives them a chance to question and provide suggestions before any time has been spent building or configuring.

This process, along with the requirements, is the specification for the development team.

Train users

Once the system is complete you can use the process defined in the previous step to test and train new users.

In fact you can use the process documentation as a reference for new starters or those that don’t use it too often.

CRM Implementation was last modified: September 28th, 2016 by Craig J Willis