Your guide to selecting the right internal team for CRM project success
Define your Internal Project Goals and Objectives
Before assembling the project team, clearly define the goals and objectives of your implementation. Understand the specific needs of your organization and identify the outcomes you wish to achieve. This clarity will help you select team members who align with the project's objectives and possess the necessary skills and knowledge to contribute effectively.
Identify your Change Manager
You are embarking upon no doubt one of the biggest technology changes you have been on in recent years. You should identify someone within your business who is going to be responsible for the ‘why’ and the ‘how’ during the process they will identify process changes, terminology changes, features and benefits and communicate them on an ongoing basis to internal stakeholders and users to prepare the business for the change. This will build the engagement and excitement that will be required to make the implementation the success you’ve set out to achieve.
Identify Key Stakeholders
Involve key stakeholders from different departments and functional areas early in the process. These stakeholders may include executives, department managers, CRM end-users, and IT personnel. Their participation will ensure that the project team represents the interests and needs of various departments, leading to greater collaboration and ownership.
Seek a Balanced Skill Set
Select team members who possess a balanced set of skills required for successful implementation. Consider competencies such as project management, change management, technical expertise, data analysis, communication skills, and business process understanding. Assess the strengths and weaknesses of potential team members against these skills to ensure a well-rounded team.
Identify Champions (Gurus)
Identify individuals within your organisation who have a keen interest in your current CRM or have demonstrated proficiency in utilising CRM tools in the past. These individuals can serve as CRM champions within the project team, driving user adoption and acceptance of the CRM software. Their enthusiasm, knowledge, and experience will be instrumental in ensuring a successful implementation.
Assess Availability and Commitment
Evaluate the availability and commitment level of potential team members. Consider their existing workloads and responsibilities to ensure they have the capacity to dedicate the necessary time and effort to the project. Look for individuals who are proactive, self-motivated, and demonstrate a willingness to learn and adapt to new technologies.
Foster Collaboration and Communication Skills
CRM implementation requires effective teamwork and communication. Look for individuals who have a track record of working well in teams and possess excellent interpersonal skills. Building a team that can communicate effectively, resolve conflicts constructively, and share knowledge will contribute to a positive and productive working environment.
Provide Training and Support
Identify any skill gaps within your organization and provide training and support to potential team members. Offer training programs, workshops, or access to external resources to equip them with the necessary skills and expertise. Investing in their development will not only benefit the CRM implementation project but also enhance their professional growth within the organization.
Secure Executive Support
Having a senior-level executive or sponsor who champions the project will help secure necessary resources, resolve conflicts, and provide guidance. Executive support will demonstrate the importance of the project and ensure its success.
Choosing the right project team is crucial for successfully implementing CRM software within your organization. By defining clear goals, involving key stakeholders, assessing skills and availability, fostering collaboration, and providing support, you can assemble a capable team that will drive the CRM implementation to success. Remember, a well-selected and empowered team is the foundation of a successful CRM implementation.