2. EMPLOYEE ENGAGEMENT
Employee engagement is a property of the relationship
between an organisation and its employees. An “engaged
employee” is defined as one who is fully absorbed by
and enthusiastic about their work and so takes positive
action to further improve the organisation’s reputation
and interests.
3. Hence, for the success of CRM in an organisation employee
engagement is very important.
From the company’s perspective the ability to change in
business today is an inevitable reality. Customer adoption is
the key to a successful CRM initiative.
4. WAYS TO ENGAGE EMPLOYEES IN CRM
PROJECT:
Impact of CRM strategy on Employees:
Demonstrate clearly to employees involved that
the new system will benefit them and not just the
company.
Have the various stakeholders involved in the
design and pilot phase. Early participation with
feedback is key to long term adoption.
5. Communicate project progress. Hold regular meetings
across all departments to communicate how it is
going. How can interactions among various
departmental personnel be improved and important data
captured and shared?
Encourage employees to speak up about changes and
listen to what they have to say.
Give employees time to make the transition and
adjust to the new approach. Find out specific struggles
some users are having. CRM is a journey and some
people adapt faster than others.
6. Support the managers who are leading the
CRM march toward greater success.
Give one piece of the pie at a time. Think baby
steps. Understand that effective implementation
of CRM is a cultural process: it will take time for
everyone to adjust to new ways of doing business.
Communicate that growth of the company is
enhanced when users share information that they
gather about customers: their concerns, needs and
wants. It's about "building" a customer relationship
and sharing profile characteristics.
7. Celebrate the successes, large and small. Talk
about the improved happy customer experiences, the
smarter on-time customer information, being more
professional and so forth.
Use subject matter experts as effectively as
possible. Enlist the support of a professional CRM
systems architect and implementer.
At last we can conclude that implementing quality CRM
strategies through employee engagement is practically
useful and one of the simplest ways to induce a
dynamic change in an organisation.
