Even before you began your CRM implementation, you identified that executive participation and sponsorship is a critical success factor. Now that your system is in place, post-implementation success relies on a number of
What is the Solution? A Post-Implementation CRM Steering Committee
A CRM Steering Committee is an effective means of ensuring continued executive sponsorship and participation, allowing organizations to make the most out of their IT investment. Here is our C.A.S.E. for setting one up in your organization:
Commitment – Steering Committees demonstrate a long-term executive commitment to the success of the ERP / CRM within the organization. If the executive members of a Steering Committee make a commitment to ERP / CRM, so will end-users.
Adoption – Adoption is a critical for extracting value from your ERP / CRM investment. Steering Committee members are able to drive adoption, but also represent the views / concerns / interests of their respective team(s).
Strategy & Evolution – Organizations need someone to provide strategic direction and oversight for ERP / CRM applications, and future projects and services. The Steering Committee ensures that your ERP / CRM are aligned with your organizational goals. They have the budget, authority, and influence to ensure that your system evolves to meet the changing needs of your business.
Convinced, but unsure how to get started?
ROLES AND MEMBERSHIP
At minimum, you should have a Committee Chair (someone who sets the agenda and chairs meetings) and a Recorder to document and distribute meeting notes. Membership should consist of senior stakeholders and / or business representatives who have the authority to make decisions around ERP / CRM. We also recommend including your Business Partner, as they will be able to provide insights into the product roadmap, and have a wealth of product experience and can provide guidance around ‘best practices.’
Steering Committee meetings should be held semi-annually at the very least to review current initiatives, and set priorities for the forthcoming period. Where possible, we recommend that the timing coincide with any budgeting / long-range planning activities. The meetings don’t need to be long or formal. It’s more important that the members are engaged.
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Which strategies have you found to be a success in ensuring post-implementation success with your ERP or CRM system? Let us know in the comments section.