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Before you get started with any CRM implementation, you need a CRM Champion. A CRM Champion is a designated team member assigned to spearheading your CRM efforts. This person oversees the implementation, onboarding, training, and more. So, why do you need them and who should they be?
1. They help drive onboarding and adoption
In most cases, the reason a CRM system will fall flat is that it hasn’t been properly adopted by your entire team. A CRM system is only as good as the data it has and if people aren’t inputting the data, it’s not going to work. Your CRM Champion will make sure everyone has access to the CRM system and have the appropriate rights and access needed to successfully use the system.
2. They’re in charge of the logistics of it all
CRM is complex, especially so if you haven’t used one before. If you want everyone to understand the workings of the platform and how they can use it to help them do their jobs better, then you absolutely need training. The CRM Champion will make sure that everyone has received proper training so that they can get the most out of the CRM system.
3. They establish a repeatable process for the team
As mentioned above, a CRM system is only as good as its data, which is why it is important that everyone uses it consistently. All participating CRM users should enter data in the same way, and they should know which data to enter and were. This helps marketing accurately segment users and target them with relevant and personalized content. The CRM Champion will establish this process and ensure consistency across all data points.
4. They step in when help is needed
Sometimes things go wrong, and it is important to have someone that knows what they are doing to fix the situation. If something were to go wrong, instead of each user contacting support, they go to the CRM Champion. They can then either troubleshoot the issue or contact their support (that’s what we’re here for) and get the answer they need.
5. They are the CRM’s biggest advocate
Change can be difficult if you’re used to working in a certain way, but CRM is more than just a piece of software, it is also a culture change. Your CRM Champion is the ultimate cheerleader for implementation. They understand the many benefits of CRM and can relay that to the entire team, getting them excited about how much easier life will be with this new technology.
So, who should your CRM Champion be? Some people say that change is lead from the top down. This is where the Project Sponsor comes in, they will in most cases, be the managing director. The role of the Project Sponsor will be to delegate the CRM implementation to the CRM Champion – the CRM Champion must be able to influence both up and down – so they need to be able to lead the users of the system and need to be able to push back to the CRM management, which as you can imagine, is a pivotal role.
So, if you are planning to implement CRM in your organization, find the best person to name CRM Champion and find a CRM partner that can take you through everything from finding the right CRM to providing support whenever it is needed.
If you want to find out more about CRM and how it can help your business, please do get in touch, we’d love to help.
