At Salesnet, we are adamant that a primary tenet for producing and maintaining a successful CRM implementation is Executive support. Without it, any system (not just CRM) will eventually fail. Executive support typically comes in two forms:
- Management relies on information from the CRM to perform part of their responsibilities which advances adoption among users
- Management enforcement of the system with positive/negative rewards tied to usage. For example, Management incentivizes users based on their individual use of the CRM (i.e. commissions are based on the information entered into the CRM)
We see over and over again that the most successful and effective implementations occur when there is a little bit of both…. The question becomes, “How do we deliver information from the CRM that our Management can use”? In Salesnet CRM, we look to our Dashboards and Reports. Let’s focus on graphical dashboards. For many, creating and even using dashboards can seem like a daunting and mysterious task. Approaching dashboard creation, usage and maintenance with these basic principles will help dispel some of the mystery.
- Focus on Company Key Initiatives
- A good rule of thumb is to hone in on 4-6 important sets of information.
- Too much information can detour users from even taking a peek at a dashboard.
- Everyone Sees the Same Information
- Meaning, if Management measures users based on information in the dashboard then each user should have a view of their information as well.
- This is a powerful tool for focusing the entire organization on the same key initiatives.
- Keep Up with the Business
- As business evolves, often the key initiatives and measures change as well.
- Dashboards must reflect these changes to stay relevant and provide value.
- Good Data In = Great Information Out
- Ensure the CRM is setup to capture all the data needed to provide information in the Dashboards.
- Consider that this also entails implementing the correct processes and workflows to facilitate desired behaviors of the users.
- Finally, Just Use It!
- If you build, they will come? Not necessarily…..
- Train Management and users on how to utilize and interpret their dashboards.