CRM project moving ahead!

It took almost two years to finally get my CRM project approved and order placed. We went with Goldmine. Why? It may not be the best software, but having a local consultant to support us is a major plus, especially when he is interested in helping us. That gives me two distinct benefits:

• I don't have to find myself in the role of 'administrator'.
• The consultant will help encourage us to do more than just 'use' the software. Otherwise, my fear is that management will think that once it is installed and live, the work is done.

So, what have we done so far?

1. I put together a implementation team with our: sales manager, inside sales leader, support leader, and sales secretary. This gives views and expertise from different angles.
2. I held a general meeting with everyone in the sales and support departments, as well as having our president sit in. Having the president there was a major plus, so he could hear my plans, as well as gauge the reaction of the staff.
3. With our consultant's template, put together a outline & calendar for implementation. The plan does not detail the 'pilot testing' and modifications done by us internally. I'm going to have to exert my own leadership to get through this valley. We scheduled pilot testing for about one month.
4. The consultant spent two afternoons here learning more about our needs, goals, and processes so that he can provide a recommended configuration of Goldmine, as well as changes in the process. Having processes in a flow chart (ala ISO 9001), made this an easy task for us.

I'm really excited about how many immediate fixes we will have to the way we do business. My head does swim with the multitude of issues that need to be settled an implemented. However, there are a number of '800 lb. gorillas' we've gotta wrestle first:

• Segmenting customers
• What data to import
• Revamping our quotation format