First steps in selecting a CRM

I had the opportunity today to work with a prospective client on the cusp of choosing between two CRM solutions. When I summarized insights from the call, I realized that everyone could use them:

• Get the CEO on board. This change has the potential to transform the business, but it has to be a priority at the top of the organization.

• Start from strategy, and use it to create priorities for what you want the CRM to do. If you haven't done a strategic plan in a while, now is a good time. (Self-serving note: I can help in this area.)

• Make time and room for culture change. Implementing a new CRM should be about the software itself but also about change management. 

• In keeping with the previous insight, get front-line users on board, and get them as early as possible.

• Don't stuff everything into the system.

• Take time to look at processes that you can eliminate, shorten, reverse, or use to improve donor service and/or customer service. The CRM implementation itself may help if you make the space for it.

Thumbnail art by Nick Youngson courtesy of The Blue Diamond Gallery by Creative Commons license: www.thebluediamondgallery.com/tablet/c/crm.html