“Value realization” is a good test for any CRM deployment effort. This kind of initiative involves critical employee participation. We’ve learned that’s essential to monitor over time. The idea is to hold individuals accountable for change and participation right from the start. One tool we use in CRM software implementations is a user adoption dashboard. This measures employee engagement level and promptly identiﬁes disappointing user adoption. Tracking user logins and system logs is a common start, but it’s not all we can do. Added key performance indicators that we track include the following:
* System activities such as the volume of new or updated (customer, contact, activity, opportunity, case, etc.) records, the types and volumes of activities created (i.e. tasks, events, email, phone calls) and the completion of end to end processes (lead to closed opportunity or support case entry to closure)
* Individual record updates such as the frequency of updates to account and opportunity records
* Data quality and completeness metrics such as the percentage of account, opportunity or case entity ﬁelds that are correctly completed when new records are created, or the number of opportunities created or updated with Close Dates in the past
* Time based metrics such as daily time spent in the system; application use and user actions by time of day and day of week; or the number of users that haven’t logged on for N days
The whole topic of time management emerges as another important topic. It’s one you will hear more about from me as we continue to blog and share.
There are three main pillars to our “CRM Consultant-Coach” Methods:
Our thoughtful tailored approach embracing strategy, structure, process and capacity
Our diverse CX experience and depth of commitment to each of our clients
Our “step by step” program milestones based upon short term objectives and long term goals
Consulting skills are important for any CRM sales support professional. However, coaching is also a vital component when it comes to driving change in a sales force. Without both of these leveraging components, traditional approaches are not enough to generate real results.
We have come to realize that CRM results and quality at scale is complicated. First comes dealing with the more sophisticated technology. Then comes helping the people use the tools to optimize their performance. CXAM encourages mentoring among senior producers and the less experienced.
Our programs and tailored proposals are based upon solid fundamentals:
- Consulting and Coaching – this includes analysis, planning, assessing, building relationships based on collaboration, trust, motivation, and more.
- Focus on Key Areas – a comprehensive look at specific areas of a sales person’s experience driving his/her potential to grow and achieve long-term success.
- Knowledge, Skills, Attitudes and Beliefs (KSABs) – our consultant coaches are armed with specific tools and strategies to address these KSAB areas thoughtfully.
Our teams are trained to lead by example rather than serve purely as analysts or advisors .
Finally, strategic planning and sales process analysis are often overlooked when implementing a CRM consulting based coaching program. It’s not just the consultant-coaches and training that make a difference. Developing systems and strategies to determine at any given time which team or sales person a consultant coach should reach out to, why they should reach out, how often and via what modality are all essential.
John Kotter’s 8-Step Process for Leading Change (Strategy for Growth) Dr. John P. Kotter. “Professor of Leadership” Emeritus, at the Harvard Business School, invented the 8-Step Process for Leading Change. It consists of eight stages:
– Establish a Sense of Urgency – Create the Guiding Coalition – Develop a Vision and Strategy – Communicate the Change Vision – Empower Employees for Broad-Based Action. – Generate Short-Term Wins – Consolidate Gains and Produce More Change – Anchor New Approaches in the Culture
It seems easy to understand, easy to introduce. CXAM can help w this.