Deploying your Customer Relationship Management (CRM) solution to the wider firm is one of the most important parts of your entire project. And it’s not as simple as installing a piece of software and “running with it.” A CRM platform like Lexis InterAction will almost certainly introduce new or adapted business processes. So successfully deploying it to the wider population needs its own strategy. And, in my experience, these are the key success factors.
“Shout it from the rooftops”
Communication is fundamental to a successful rollout and it needs to start well ahead of deployment. Its principal purpose is to inform about and market the solution. So it should explain when, what and how you are going to engage with your end users. Developing a communication strategy will help you create consistent messaging, identify audiences and the manner in which they should be communicated with, and decide the best time to deliver key messages.
“Failing to plan is planning to fail”
Just as there is an overall plan for the project, so there should be an overall plan for rollout and training. It should ensure that everyone involved knows what they need to do and when, from tasks such as delivering Lexis InterAction to desktops and formulating training sessions, to the simple things like printing training material and training room refreshments. Other considerations are allowing ample time to design, develop and test your training sessions; communications timings; environment set up and documentation development.
“Knowing me, knowing you”
Knowing your audience eases deployment by helping you foresee problems, questions and queries that will arise. Anticipating the organisational change helps to stop negative thoughts and rumours spreading. It also helps you produce effective training programmes that tackle the users’ worries and fears.
“Education is not fact learning, but mind training”
Training will be a major part of your roll out strategy, so it’s important to promote it as a positive aspect of the project. It shouldn’t be seen as a chore but neither should users be allowed to miss it. To be effective the training team must have clear objectives. You should also collect constructive feedback that helps you adapt and improve the training, and make sure the objectives are met.
“Keep moving forward”
Your rollout and training strategy shouldn’t end as soon as the last person has been trained. It needs to go further. What communications will you send out on completion of training to further inform your audience? What activities should you undertake to continually promote CRM at the firm? And how you will engage with the user base to constantly improve the level of training and keep user adoption high?
“Problems shared are problems halved”
It’s also important to take advantage of the help that is available. LexisNexis services, for example, don’t stop at implementation. We can offer post implementation help and guidance through experienced product-specific account managers, expert client advisors (a free service for InterAction clients) and comprehensive professional services offerings. In addition, there is an active InterAction community (with over 2,500 members on LinkedIn) all helping each other and meeting regularly at user forums, user groups and the InterAction Tech Ed.
A successful rollout doesn’t come from getting the configuration of the system right or managing the project to time and budget. Nor does it come down to simply training your end users. By following the six key success factors above you can encourage greater usage, improve user adoption and ensure your firms reaps the many benefits Lexis InterAction has to offer.