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Change is all about how you manage the process. Implementing a new CRM like Salesforce can certainly lead to unintended consequences if you don’t manage the process of change appropriately. Here are a few tips to effective change management that will make the process less scary for you and your team.
At Cloud for Good, we have our own version of what is called a M & M Conference in the healthcare industry (Morbidity and Mortality Conference- a tradition where physicians and nurses from within their specialty (such as pediatrics) will meet – confidentially and very respectfully – to discuss cases in which the patients had a very serious or sometimes fatal outcome.) but we call ours “Post-Project Evaluations.” We like to think of it as a “postpartum” discussion (meaning the “baby” – your project – has been delivered). After a project has been completed, we meet as a team to discuss the outcomes. Everyone associated with the project, which includes the Account Executive, Consultant(s), Project Manager, and management, attends the meeting.
As your organization grows and evolves, so too do the influences on your Salesforce organization such as change of staff for administration, change of leadership within the organization, change of business processes, change of customers and/or partners and changes in technology. Each of these influences can impact the growth and evolution of your Salesforce organization in very subtle and gradual ways, but more often than not, the impact is in very rapid and hastened ways that can harm your Salesforce story.
The system has been customized, all packages have been installed, all custom fields have been configured, data migration completed, even training has been scheduled. But there is one key step that is crucial to the success of your roll out. Getting the actual users on board.
Change management is all about transitioning people, teams and organizations to a desired future state. There are many models of change management, but they all have several elements in common – creating awareness of the change, involving others in the change, making the transition and reinforcing the change. Successful change happens when all elements are addressed.
