1. Define your Internal Project Goals and Objectives
Before assembling the project team, clearly define the goals and objectives of your implementation. Understand the specific needs of your organisation and identify the outcomes you wish to achieve. This clarity will help you select team members who align with the project's objectives and possess the necessary skills and knowledge to contribute effectively.
2. Identify your Change Manager
You are probably embarking upon one of the biggest technology changes you have been on in recent years therefore managing the change is essential. You should identify someone within your business who is going to be responsible for communicating the ‘why’ and the ‘how’ during the process. They will identify process changes, terminology changes, features and benefits and communicate them on an ongoing basis to internal stakeholders and users to prepare the business for the change. This will build the engagement and excitement that will be required to make the implementation the success you’ve set out to achieve.
3. Involve Key Stakeholders
Involve key stakeholders from different departments and functional areas early in the process. These stakeholders may include executives, department managers, CRM end-users, and IT personnel. Their participation will ensure that the project team represents the interests and needs of various departments, leading to greater collaboration and ownership. The varying perspectives will also make it less likely that key processes will be overlooked.
4. Seek a Balanced Skill Set
Select team members who possess a balanced set of skills required for successful implementation. Consider competencies such as project management, change management, technical expertise, data analysis, communication skills, and business process understanding. Assess the strengths and weaknesses of potential team members against these skills to ensure a well-rounded team.
5. Identify existing System Champions
Identify individuals within your organisation who have a keen interest in your current CRM or have demonstrated proficiency in utilising CRM tools in the past. These individuals can serve as system champions within the project team, driving user adoption and acceptance of the new software. Their enthusiasm, knowledge, and experience will be instrumental in ensuring a successful implementation.
6. Assess Availability and Commitment
Evaluate the availability and commitment level of potential team members. Consider their existing workloads and responsibilities to ensure they have the capacity to dedicate the necessary time and effort to the project. Look for individuals who are proactive, self-motivated, and demonstrate a willingness to learn and adapt to new technologies.
7. Look for Collaboration and Communication Skills
CRM implementation projects require effective teamwork and communication. Look for individuals who have a track record of working well in teams and possess excellent interpersonal skills. Building a team that can communicate effectively, resolve conflicts constructively, and share knowledge will contribute to a positive and productive working environment.
8. Secure Executive Support
Having a senior-level executive or sponsor who champions the project will help secure necessary resources, resolve conflicts, and provide guidance. Executive support will demonstrate the importance of the project and ensure its success.
Selecting the right project team is essential for the successful implementation of new software and the overall success of your digital transformation. By setting clear goals, involving key stakeholders, evaluating skills and availability, fostering collaboration, and providing necessary support, you can build a competent team that will lead the implementation to success. Keep in mind that a well-chosen and empowered team is the cornerstone of a successful implementation.