So you want to implement a new CRM system, part 6
Go-live & aftercare
👋🏾 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 to the final instalment of our CRM newsletter series! You can read the rest of the series here. Today, we'll discuss guiding your CRM implementation through launch, managing potential challenges, training, post-go-live support, and the transition from project team to operational management.
Let’s dive in!
Guiding the Project to Launch
Launching a new CRM system is a significant milestone. And as with anything of such magnitude, it’s important to be prepared for obstacles that may arise, with data migration often being the most complex challenge. As we mentioned last week, ensure that data migration begins early, with meticulous planning and execution to avoid messy transitions that can derail the project. Clean, standardised data is essential for a smooth migration. Stay vigilant, and maintain clear communication with your implementation partner to address issues promptly.
Training for Success
Invest in comprehensive training to ensure your team is well-prepared to leverage your new CRM system effectively. Training should cover system navigation, key features, and best practices for data management and reporting. You may want to tailor training to different user roles, providing hands-on experience that helps them see how the new CRM can enhance their daily tasks. You can also implement “train the trainer”, an approach that identiies key team members who will serve as platform experts. They will then train the rest of the team.
Post-Go-Live Support and Hypercare
Hypercare is a period of increased support and attention that happens after a major change or launch. Make sure to establish a hypercare plan to provide additional support during the initial weeks after your go-live. This may include on-site assistance, extended support hours, and regular check-ins to address any questions or concerns. A well-executed hypercare plan will help minimise disruptions and boost user confidence.
Maximizing Your CRM Investment
Have a plan in place to make the most of your new system’s capabilities after it’s gone live. Continuously monitor system performance and user feedback, which can help you identify areas for improvement. Encourage users to explore advanced features and provide ongoing training sessions to deepen their understanding and usage. Regularly review metrics to ensure the system meets business objectives and adapts to evolving needs.
Transitioning from Project Team to Operational Management
Once your CRM system is live, it's time to hand off the project from the implementation team to the internal team responsible for day-to-day management. Clearly define roles and responsibilities, and provide ongoing training and resources to support the team's success. Ensure that all documentation is complete, including system configurations, process workflows, and user guides.
And with that, we’ve reached the final stage of our CRM implementation journey! Thanks for following along and I hope the insights and strategies shared in the past weeks have been helpful and will provide a solid foundation for your system’s success.
See you next week with another CRM News roundup and as always, happy managing!