Most implementations fail because they are too complex. Technology Advisors’ Sam Biardo explains the difference between thorough and complicated and will illustrate ways you can plan for the important parts of a CRM rollout without getting sidetracked by details that aren’t so important. Learn what causes project failures, how to prevent them, and what techniques you can use to make your CRM project successful.
14. Sample metrics
Marketing Sales Service
New customer Reduction in Deal First interaction
acquisition admin. time Size close rate
Revenue per Reps to Activity
Response Rate
rep quota per channel
Conversion Rate Cost of sales Close rate Call length
Campaign Customer face Lead
Wait time
planning effort time/selling time conversion
Campaign Opportunity Number of
Case again
execution effort aging renewals
Cost of new Forecast Revenue per Up-sell/
customer acq. accuracy customer Cross-sell
Campaign/event Order Profitability per
Response time
profitability accuracy customer
Tweet: #SCON12
22. 9. Build in a change management process
Scope
Evaluate Rank
Implement /
Deploy
Tweet: #SCON12
23. Scoping
Develop change board to make feature
recommendations.
Compose initial scope using outstanding wish list
Develop a list of functional requirements.
Make sure that any change supports a business
requirement.
Tweet: #SCON12
24. Scoping
Don’t save data just for the sake of saving data!
(That’s called hoarding)
Tweet: #SCON12
26. Implement / Deploy
Consider quarterly releases
No implementation should be more than 6 months ever
Provide extensive training
Ensure appropriate follow up training
Use an end user driven method to determine the training
levels and time
Tweet: #SCON12
28. Transition Model of Change
•Confront with information
External •Acknowledge
•Be clear and concise accomplishments
•Be honest •Celebrate
•Don’t be in denial yourself •Stay involved
•MBWA •Communicate
Denial Commitment
Past Future
Resistance Exploration
•Listen •Channel energy initiative
•Be authentic •Use brainstorming
•Lower anxiety •Reinforce a “future focus”
•Clarify issues and barriers
•Say “goodbye to the past”
Internal
Tweet: #SCON12
31. Types of User Adoptions
Techniques
Positive Motivators
Negative
Training
Motivators
Peer
Pressure
Tweet: #SCON12
32. Power of Adoption
Peer
Pressure
Positive
Motivators
Training
Negative Motivators
Tweet: #SCON12
33. Power of Combination
Positive Motivators
Team Sales
event that Peer Negative
provides a trip Pressure Motivators
to the most
accurate 6
month pipeline.
Training
Tweet: #SCON12
34. Measurement
Understanding your CRM is the first step to
understanding the approach you should use to
get adoption:
Collect usage statistics
Survey people about their skills
Analyze field usage
Do a time study
Tweet: #SCON12
35. Adoption Planning
1. Review metrics and determine adoption
weaknesses
2. Develop plans to improve only weak areas
3. Determine reasons for weaknesses
4. Create an approach
Tweet: #SCON12