8CIOReview | | DECEMBER - JANUARYIN MY OPINIONBy Rami Sarabi, Sr. Operations Manager, Campbell Soup CompanyYou are tired of the CRM tool you and your team are using. You have the green light from the C-Suite to get a new tool(s), now what? Change is difficult and no matter what potential providers will tell you, it will be an enormous amount of effort.However, the payoff of improving your customers' satisfaction, empowering your team, and gaining and sharing insights with the entire organization is well worth it. I found the below points helpfulstreamlining the process1- Understand why you want to make that change The prospect of having a new tool is exciting. However, you need to make sure that you certainly need to change your current provider. Define precisely what you and your team are trying to accomplish. The best way to go about this task is to conduct Gap analysis. Conduct roundtable meetings with your team member, and with stake holders from other departments.During these meeting, you need to evaluate the existing solutions. You would be surprised how often existing solutions will meet the needs of the organization if they were configured properly. Draft a wish list of tasks, processes, automations, and omni-channel goals you want to have. Don't limit your imagination, go for it. Think big and bold, trimming the scope of what can be done will come at a later point and will be part of the final decision-making process. 2- Get people involved earlyThe last thing you want to do is to surprise stakeholders with your big project. You should communicate your intent during cross-functional meetings early on. This will help you get the buy-in from different departments when you need them, and you will need every bit of collaboration when the time comes to implement the new solution(s).CHANGING CRM-CS TOOL? YOUR 5-STEPGUIDE TO A SMOOTH TRANSITION.
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