With rapid growth of technologies, companies have no choice but to adapt themselves to the new demands and expectations of their clients. The implementation of a new CRM solution is often at the heart of their transformation. Most technological projects do not achieve the set goals.
In a great majority of cases it is the user participation that is lacking. Many employees would like to contribute but are excluded. To prevent CRM adoption problems, it is crucial to plan a change management that is efficient. What are the best practices to bring your team together?
This second article of the series on improving your user adoption will make you discover the 9 best change management practices for a successful digital transformation:
It is the “discipline that defines how we prepare, equip and support people to successfully embrace change in order to achieve organizational success and results.”
1- Clarify the common vision of the project
Accepting and embracing change require seeing the benefits. And you need to ensure that the entire organization can share the same vision. Every employee, and every user, must understand the benefits this change will bring to them as individuals and to the company.
2- Assemble an interdisciplinary team
Who should be in charge of ensuring that the project runs smoothly? Build a team of talent from across the company. And not just to bring together different forces. Of course, the ideas of your management team are important, but do not limit yourself to them. Include different individuals from all departments. They can become ambassadors who will positively influence other users.
3- Involve users in the entire process
Encourage users to be involved in the process from the beginning. Users should have a good understanding of the project and the changes to be implemented before they have to apply them. They will also be better able to take ownership of the project, which will reduce their potential resistance. But above all, you will be able to better understand their reality. This is essential to adapt the project to the real needs of the field. If you do not consider their perspectives from the beginning, you may have to go back to a subsequent step.
4- Plan change management
The IT team guarantees you the best technology. But this does not guarantee that it will be accepted by users. How to switch from A to B? You will need a comprehensive strategy to ensure this transition. With a detailed change management plan, you can consider as many factors as possible that can influence the adoption of the project by users.
5- Communicate at all times
Frustrations ruin collaboration. Discuss often to reduce these tensions. With the support of the HR team and your managers, diversify the communication methods to meet the different profiles. For example, create focus groups, one-on-one interviews, surveys… The most important thing is to encourage everyone to express themselves, even (especially!) if their thinking is divergent.
6- Have the means to achieve your ambitions
A digital transformation is a long process. You will need a well-trained team, adequate equipment and financial investments to ensure its maintenance. Plan human and budgetary resources to support the long-term transition. The sustainability of the project and your credibility with users are at stake.
7- Training, training, training
To facilitate users and team learning, plan several training sessions at different stages of the process. But above all, diversify the types of training. The variety of approaches will allow you to better meet the different needs of each. Tutorials, classroom training, conferences, videos, individual follow-up, intensive workshops, games, small group explorations, peer support program… use your creativity!
8- Each step counts
There are no small advances! Adapting to a new system is more motivating when you see how it evolves and improves over time. You will need tools to measure progress, highlight successes and share tips internally. These results will encourage your teams!
9- Commit to a process of continuous change management
Digital transformation is a process that can always be optimized. Once you have achieved your first objectives, you will continue to evolve to adapt to the changing needs of your industry. In this context, creating a position of change management manager can be very useful. You will give your organization more flexibility to continue to grow.
By implementing these 9 change management practices, you have every chance of success for your project. The next articles from this series will teach you more about the possible issues that can arise from each of them.
To learn more about the best change management practices for your organization, feel free to contact one of our experts, who can offer you personalized advice.