One of the primary reasons CRM implementations fail is due to a lack of User Adoption. It is not uncommon to see CRM implementation if they were designed without ever talking to a pool of users. It is like getting buy in from your children when you want them to do something; the standard "Because I said so" doesn't generally work very well. A CRM system should benefit all users which means getting "buy in" from team members from the beginning.
At TAI, we believe that every type of user should be part of the design process. From the executive down to the minion, everyone should benefit from your CRM system. It is important to understand your users.
Do you have quick users that are computer savvy? Do you have users that are more computer challenged? Afraid of computers in general? Most companies have a mix of computer experience. While designing the system, it is critical that the user composition is understood. A person that is not computer savvy will likely fail if their tasks are changed too drastically. Sales people are the notorious for having issues adopting to a new system.
One of the main reasons TAI is known for Rescue and Re-deployment of CRM systems is because of the lack of user adoption. TAI will make sure that you understand your user composition. Almost every company will have a few employees that are afraid of change. We seek out the potential risks and make sure we design a solution that can meet their needs as well. TAI is well versed in dealing with all types of users and getting buy-in for both the design and user adoption.
In addition to the failure to properly design a system for users, it is vital that the proper training program is created to help maximize user adoption. Ongoing training can make the difference between a failed or a successful CRM implementation. TAI will work with your organization to construct a training program to help achieve success.
Finally, one of the most critical aspects of a CRM system should be to standardize business processes. Every business should strive for repeatable, definable business processes. When designing business processes, there are two outcomes. The most likely outcome is that when streamlining a business process, there will be fewer steps necessary which will ultimately lead to cutting time out. However, in a few circumstances, a task may take longer. If the task expands, it is critical to show how the expansion of a task will benefit the user and the company. Understanding both outcomes will help ensure a successful CRM implementation.