1. How to successfully rollout
your new CRM

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How to successfully rollout your new CRM
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Once we come up with a final list of selected CRMs, we need to go through the
different phases of software implementation before actually rolling out the CRM for
the company.
Let’s discuss further on some of the prerequisite of CRM execution.

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Prerequisite of CRM software
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Features of a CRM software
Creating a list of required features is a good starting point to understand your company’s
business requirements. In addition, it provides meaningful estimates on the budget and the
training requirement for the company before investing in a CRM software. The CRM system
must support the following features in today’s world of technology:-
● Contact management
● Outlook integration
● Account management
● Opportunity Management
● Reports
● Dashboards
● Knowledge base
● Chat
● Sales Tracking system
● Escalations and more.
Business Requirements
A high-level business requirements document is a broad survey of company’s current
pain points and possible business solutions. This document is usually derived from
business stakeholder and end-user discussions to understand the requirements of a
futuristic plan. The document can include business problem/solution pairings and its
current state/desired future state details.

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Prerequisite of CRM software
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System Design
System design is the specification of the business to gets down to the actual design of how
the system should work. In the CRM world, this system design will specify how the actual
data will be listed and how the system has been formulated to help the company in
different phases of the sales process. System design will have a complete list of
spreadsheets and details about the software design.
Non Functional Requirement
The non-functional requirements can include specifications such as:
• System availability: 99.9% uptime
• Scalability: Easily scalable to handle the company’s incoming user traffic.
• Backups: Complete data should be backed up continuously without any leakages.
• Disaster Recovery: Redundant data centers with a minimum failover time
• Cost: The system implementation and running cost should not cross a particular limit.

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How to successfully rollout CRM software for our
firm
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Understand the “Why” of the CRM adoption
Once we understand “What” can a CRM system do for our organization, we should begin by
defining the strategic goals and vision of our organization. In other words, we should
understand “Why” do we want a CRM for our business?. Start by engaging your executive
leadership team to identify a set of realistic, measurable requirements. For example:
● Understand your customer-base to mitigate the risk of implementing a new CRM.
● Establish a 360 degree view of our customers, including communications, issues,
profitability areas.
● Better understand sales and marketing campaign performance to help determine
future marketing budget.
It’s important to prioritize and define your goals so that you can clearly identify your
business problems and understand the pain areas which will be resolved with CRM
migration. We should have a clear picture of the sectors which needs a functional help
from a CRM system and work towards integrating the solution with the problem for a
seamless adaption of a new technology of CRM into our business system.
Many startups and new ventures feel the need of implementing a CRM software to their
system but end up in just adding a few new process for the team by inefficient CRM rollout
process. A clear picture of the pain areas in the company, like non productive customer
service measures, mismanaged contact details, manual report generation system and
more can be some of the main requirements of a firm to shape your selected CRM system.

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Build a rollout Team
CRM adoption in a firm is a group effort. Once we decide on the right CRM software for our
organization, the next step is to formulate a team to handle implementing it. Along with
sales, marketing and IT team, company's management and leadership members must be
on board in order to successfully adopt a new system. You should also assign a team
leader who should be in charge of the operation and will be responsible for running the
day-to-day operations of the CRM implementation.
Often CRM adoption need to change entire mindset with regard to customer relationships,
therefore it’s important that business leadership is not only involved in seamless adoption,
but also proactively communicate its importance to the entire firm. All managers and
leadership team should be fully trained and ready to support their team members in
adopting the system.
Different phases of training should take part to explain the idea of CRM to your employees,
especially the sales staff who will be most affected or benefited of the lot after the CRM
implementation. If your employees don't believe in the CRM effort, adoption will be slow
and painful, even if it does not implode entirely.
Also, training the system administrators and users will also play an important role in CRM
adoption into your system.Plenty of time and sufficient resources for training should be
provided to team members to make them understand how the parts fit together and why
they're doing what they're doing.

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Identify the timelines
One of the most important factor during a rollout is the initial timetable and milestones for
the CRM implementation. Minor alterations in the overall implementation schedule are
expected in something as complex as a CRM implementation as long as they are
communicated early and carefully controlled. However, it's important that every
stakeholder understands that changing the requirements in order to meet the timetable is
unacceptable and it’s everyone’s job to maintain the schedule and deliver the milestones
on time.
Meanwhile, the higher management and team leaders should be well aware of the system
limitations and plan the human resource availability as per the business requirement. Some
of the main criteria which should be taken into consideration while the rollout process are
as follows:-
● Stakeholder Availability
● Business Need
● Training Schedules

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Are you System Ready?
One more common issue which arises while rolling out the CRM software is when the
business system is not ready to adopt the CRM integration. With improper integration steps
and dangling features, employees tend to become reluctant to use the software further.
Hence we should add system adaptability in the list of prerequisite for the CRM
implementation.
We should also make sure that CRM system should increase efficiency and collaboration of
business processes and not inhibit it.

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Employee Insight
One more important point to determine in a CRM rollout is the people who will own your
CRM application. Every employee involved in the transition should understand the value of
the rollout and should be mentally prepared to adopt the new methodologies involved as
part of CRM implementation. Ideally, the individuals who will continue to own CRM beyond
the initial implementation project are the real stakeholders during a rollout. Training
sessions and workshops on the daily usage of the software is very important to make the
staff aware of the complete details of the software and appreciate the full worth of the
software.

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Conclusion
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Ultimately, adopting a new CRM system means changing our old
habits, many old employees and traditional process may feel the pitch
of new implementation in the initial phases but if the transitions of
these rollout methodologies is efficiently implemented then CRM will
be one of the most helpful tools that can be used for business process
and customer relationship management.
Also, after completion of the rollout process, an organization should
indulge in regular follow up with its employees to gather feedback
around the usefulness and value perception of the software.

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