Our new eNews feature– “Ask Charlie,” in which customers like you ask business-solution related questions of Charlie Kemmerer, MCG’s Vice-President of Front Office Solutions.

Question:

Dear Charlie: We're deploying CRM in the near future, and I know it's important to keep our team in the loop about what to expect during and after the new system is implemented.are there any guidelines for setting expectations? Signed, Preparing in Pittsburgh.

Answer:

Dear Preparing: Good plan, it's definitely best to not spring any major surprises on employees who may be apprehensive of change. I would urge you to:

• Create a change management flowchart, which details how and when the new system will impact groups and individuals within the organization, as well as strategies for success.
• Create a training plan to include initial training, refresher courses, and new-hire training. Your CRM vendor should be able to help produce this plan.
• Understand the support and maintenance plan that is offered with the software purchase. The moment when problems arise is NOT the time to learn the ins and outs of your support resources!
• Keep communications going, and realize the plan is dynamic. Regular meetings with staff will help, as will demonstrating the successes of the implementation.

Good luck!

Email Charlie at charliek@mcginc.com for a FREE copy of the "Top Ten Questions to Ask Your CRM Vendor" white paper.

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