So you’ve invested in a great new business system, but your staff aren’t using it as you’d like.
What’s gone wrong? How can you fix things?
In this edition, Mark talks about how to improve your planning and implementation of a CRM project.
Why is nobody using your shiny new database or CRM system?
It’s down to is down to several factors
- How well it’s been implemented.
- How well your users have been trained
- What the level of support is
Implementing software is tricky and that’s why there’s a lot of different things that could go wrong, but the things that make it go right are when
- users are engaged throughout the process
- you’re identifying the project people who are subject matter experts in each of their parts of the business be it marketing or sales or finance or order management’s and it’s about involving those people in the process and the more you involve people the more they’ll be engaged in the project and engaged in using a CRM system and want to advocate the benefits of it to colleagues.
So if you have say 40 people in your business, your project team might have about 10 people in it who are experts in the different parts of the business. They tell collages why you’re going through this change in the first place. It also means that at a local level they have a comfortable environment to feed things back.
Now once you’ve actually got your system ready for go live and you’ve kind of made sure that you’ve provided all the relevant training and people understand why they using the system and the benefits it has for them and also the day to day practices that they need to use a system for. The key thing once you roll it out is to make sure that users feel supported, if they don’t feel supported they’re just going to think that they’ve been given this new system left alone. Another key thing is is to make sure that they see some of the output from the system, the reports it generates so the dates that they’re putting into the system that gets processed and then gets outputted. If the output’s not right and they’re involved in the reasons why it’s not right then that makes them more responsible and more caring about the data that gets input into the first place.
How to find out who is using your system – measure Dynamics 365 usage statistics
