Analytics and Change Management
So far, we have covered everything from planning and involvement to executing a successful CRM Change Management Plan. “Data-driven decisions”, “360-degree view”, and “improved reporting” are all popular reasons we hear for organizations adopting CRM. For many of you, reporting is one of the most difficult parts of the project to do well, and it can be tempting to push it off in the timeline and say you’ll come back to it later.
Create Measurable Outcomes
We advocate for determining measurable outcomes and key metrics as soon as you start translating your CRM vision into strategy. The truth is, it’s hard work to determine metrics that are meaningful to your organization, and then to make sure the information needed for the reports will be readily accessible. Keep reporting front and center from Day one. After all, analytics is the feedback loop that continuously makes the organization smarter and better.
This is another area to prioritize outcomes, and know that there will be some compromises made on less pressing reporting needs.
Variety is Necessary
Lastly, since your CRM project is going to move through phases, be open to the possible necessity of using a variety of reporting tools.
For more information on change management and CRM vision, download our paper on CRM and Change Management now:Download the CRM Paper Now!