CRM Solution Software

CRM Software Solutions

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CRM software blueprint
An Executive's Guide to CRM Software

SFA Software Post Implementation Pitfalls

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Every CRM and SFA software deployment involves a hiccup, some unpredicted and unplanned factors, and some uncontrollable environmental issues which occur at random and are dealt with as they occur. However, the single biggest obstacle to success espoused by nearly every CRM software expert, that nearly every SFA software engagement encounters, and should expect to encounter, is challenged end user adoption. While this challenge first surfaces during the implementation and immediately after the go-live event, many project teams fail to realize that the number one reason a win installation turns into a loss situation, is user drop off rate after the system goes live.

Think about it. The most critical post-implementation pitfalls are not conducting a review of the project and not remedying user drop off rates in a timely manner.

A successful SFA software implementation project is one systemically divided into logical stages with specific milestone and goals for each stage. Followed with a continuous improvement methodology that includes a thorough analysis of the wins and losses prevents future mistakes and provides constant learning. Change management must be integral to each implementation phase and user challenges recognized at the earliest possible signal. Failure to develop a plan for managing changes either as part of project scope or continued software utilization leads to a fall off in end user adoption. Regular measurement of this rate is crucial to continued SFA success particularly in the post-implementation period.

A most potent pitfall during the post-implementation period is not broadcasting success. Nothing stinks like failure, but many projects forget to publicize victory or cannot do so because the objectives achieved have not been objectively stated and recognized by the end users. Two important issues transmit success, measurable user buy-in and perception that the software implementation is successful. A critical success factor is the ability to transmit and maintain regular examples of success including user interviews.

Another clear mistake in the post-implementation phase is a shortfall in training and support. As the software gains new users, assistance must be readily available both from the vendor and from the project team. Lack of continual, uninterrupted training and support during the period immediately after the software is deployed can tumble it into immediate calamity. A salesperson using the system must be able to obtain and enter information either faster or easier than prior SFA software system or manual methods. A critical factor after the solution deploys is measuring and refining this process, but it is often overlooked.

 

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CRM Introduction Real World CRM Executives Guide to SFA Marketing Automation Customer Support
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