Wednesday, August 4, 2010

"Change" and "no change" in the contest

Motto: to CRM system users a reason for the new system, or be lost.

The moral of this maxim is: the faster things change, people are eager to keep things more. But if you are implementing CRM, and you forget the existence of the user, then you can only end in failure.

CRM a necessary condition for success, not only cultural change, but also personal change. Employees not to change the psychology, but to change their way of doing business within the enterprise.

Let us assume that what you are implementing CRM, and you have done all the things: first-class consulting firm designed in collaboration with your business strategy; you have an organization's change management approach, the staff continue to adapt to new business processes and culture; you choose the right CRM software vendor, you have successfully installed and customized software, and you also have trained staff and users, let them know that a big change to occur. But just when everything is a matter of course, your company has suddenly fallen into a 55% to 70% of the CRM implementation failure rate ranks. And you are convinced you will not fail, because you are to the strict step by step. Is that why?

Can be summarized in one word: self-centered. The fact that human DNA levels in the planning of the great IT program most easily forgotten.

CRM is a system based on individual users. It's the Holy Grail is: to achieve each client's 360-degree view. CRM's success means a period of time to win business customers access to a high degree of reliability and customer retention. The victory is the successful implementation of CRM "personalized" - begged every customer as if the world were no other customers. Enterprises tend to get a genuine customer loyalty. "Who will use the CRM system" is deciding whether the hold of the Holy Grail of the most important factor. Everyone is self-based.鎴戝苟涓嶆槸璇存槸鑷銆?Even the selfless people who are self-based. If the CRM system does not look good for users, so users will not or do not prefer to use the CRM system.

The question now is, how do you to please those users in your company, to enable users to fully use the new CRM system?
The answer is six words: inquiry, participation, training

Asked: Enterprises should ask those users who expect the system can do for them? Can take the form of surveys or departmental meetings. By asking, you can allow enterprises to access a wide range of customer needs. Then companies can implement these requirements into the deployment of CRM systems.

Participation: In the CRM system, strategic planning should allow the involvement of charismatic leadership. Charismatic leadership is a specific sector employees who are highly respected individuals, regardless of what they are in office. That charismatic leadership can authorize the department to other people, and CRM projects in full swing as "evangelist."

Training: training of all business users should be to let them know the system they have the most direct benefits. If the user in the process of training some of the benefits we find that there have not been able to achieve, you can start the project before fully re-adjust the system, regardless of how long an extension will make the project. Because the delay is better than the failure of the future.

These things seem normal, but again, but it is often because they are small and insignificant increase the success rate of CRM. These things are about people, not business process or technical configuration. Things always change; but to begin with the most correct place motto is: it still put people at the top. This is a truth that the only constant.


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