So you want to implement a new CRM system, part 5

Dream teams & Timelines

👋🏾 Hi, this is Lloyd with a new issue of The CRM Chronicles. In every issue, I cover CRM developments, strategies and technology through the lens of sales and marketing managers, product owners and the C-Suite. Subscribe to get issues like this in your inbox every week.

Welcome back, CRM friends. By now you already know that implementing a new CRM system is a complex and rewarding process that can transform your organisation's customer relationships. Today, we'll explore the importance of building an internal team, selecting the right implementation partner, negotiating effectively, and establishing a realistic timeline for your CRM implementation.

Building an Internal Dream Team

The backbone of your CRM implementation is your internal team. That means you should do your absolute best to assemble a group of subject matter experts (SMEs) who can represent their areas effectively. These people will serve as champions to generate excitement and drive adoption. It’s critical that SMEs prepare their teams for the changes and flag any potential issues they see along the way. 

Choosing the Perfect Implementation Partner

Just as finding the right CRM system is crucial, selecting the right implementation partner is equally important. This partner should align well with your internal team and share your vision for success. When researching potential partners, consider factors like experience, reputation, and industry knowledge. And don’t forget to negotiate in order to cover all aspects of the implementation, including a budget for potential change requests! A strong partnership will significantly contribute to your project's success. 

Implementation Methodologies

Let’s look at 3 popular approaches when it comes to project methodology: 

Agile: An iterative process that delivers work in small, consumable increments. Agile allows for flexibility and continuous improvement but requires close collaboration and frequent reassessment. Agile projects are typically broken down into short development cycles, called sprints, which last between one to four weeks.

Waterfall: A linear, sequential approach, where each phase must be completed before moving on to the next one. Waterfall is straightforward and easy to manage but can be rigid if changes are needed after a phase is complete. Waterfall has fallen of out fashion in the last several years, but it’s still an effective way to manage large scale, enterprise-wide projects. If your CRM implementation is dependent on several other departments or projects, proper sequencing is vital. 

Kanban: A visual, lean project management methodology focused on optimising workflows, reducing waste, and continuous improvement. It uses a Kanban board to visualise tasks and limit work in progress. Less strict than agile, it’s a flexible way to track progress.

Each methodology has its strengths and weaknesses, so consider factors like project complexity, team structure, and adaptability to change. And you’ll probably find that you’ll use a combination of the above to get to the finish line.

Timelines 

Plan your timeline with built-in padding to accommodate unexpected delays. Track important events such as public holidays and team time off to avoid scheduling the go-live during inconvenient times, like the middle of the summer holidays.

Data Migration 

Data migration is often the most challenging part of any CRM project and many a project has failed because the migrations were too messy or time-consuming. Start this process early by deciding what data will be transferred to the new system. Ensure data is cleaned and standardised—this will minimise any potential hiccups that could derail the project.

Next week, we’ll cover our Post-go-live ground. Until then, happy managing!