You’re an exceptional, talented and enthusiastic CTO / CIO, and management has just handed you THE strategic project of the year: rolling out the new CRM.
Now comes the real challenge. You have to work with Richard, the equally talented sales manager. Richard has a very clear idea of what he wants – and what he doesn’t. When it comes to the CRM, it’s simple: he wants Salesforce. It’s the best, and it’s straightforward. The problem: you’ve already ruled out this option because it doesn’t meet your technical constraints.
You’re already thinking of all the ways to avoid a head‑on clash: buy him a coffee, praise his new tie, or just steer clear of him altogether...
Don’t spend any more time worrying about it. Just follow this guide and our proven ICEMAP method to turn this CRM project into a success on the technical, functional and people fronts!
I for Involvement
A CRM project CRM implementation is a software project. You’ve already taken the time to benchmark the market, compare different solutions (Odoo vs Salesforce, SugarCRM vs Dynamics...), and look into scalability and server sizing. But don’t forget the most critical part of the project: involving your users.
We often say, “It’s easy, everybody knows this. We know it’s important to involve our users...” Sure – but in reality, this is not always followed through. That’s when disillusionment sets in, and in the worst cases, projects fail altogether.
A CRM project must be backed by a real sales management strategy for your organisation. That’s crucial. So before a “for the long term” CRM project is officially launched, remember to involve Richard and the other sales managers. This will lead to strong change management and much better adoption.
C for Communication
Richard likes things simple, flexible, efficient, and he loves all sorts of gadgets. Your priorities, however, are on the technical side: you want a high‑performance server that uses as little energy as possible in terms of network, resources, and maintenance. Richard and you don’t have the same expectations and you don’t “speak” the same language, so communication will be difficult.
So take the lead and focus on what really motivates Richard, so that he quickly realises there are alternatives to Salesforce. Show that you genuinely care about his needs: ask him about his challenges, how he works, what he wants to improve. The “how” is where you come in – you’ll make your proposal after these conversations. You can also help him go further and meet his needs by suggesting innovative features. Reassure him that today, technology and functionality don’t have to be at odds.
E for Ergonomics
You know Richard likes it when things are attractive and fun to use. After all, the CRM will become his daily work tool, and software that feels like AS400 isn’t exactly motivating. It’s essential for your sales manager and the team to have user‑friendly software.
Ergonomics means the tool can evolve over time and adapt to different sales methods, while also being customisable. And in the end, accessibility is crucial.
M for Mobility
Sales representatives are always on the move, and your CRM project needs to take that into account. Users must be able to access their CRM anywhere, anytime, and on any device. Even when they are offline, they still need to be able to work. CRM The CRM must be usable offline, with work syncing and updating easily once they are back online.
A for Autonomy
Helping Richard is good; but restricting his daily usage would be a big mistake. Richard is quite a rebel and he needs his freedom! For example, Richard needs to create his own customisable sales and activity reports.
It’s really important to allow Richard to do this. He will quickly see the value of the CRM, and this will give everyone time to come on board. Set up the software to minimise major errors and let him get involved.
A as Post-Project
Your CRM project must be able to evolve over time to meet new needs, new usage patterns, and new sales strategies. You should meet the sales leadership regularly to stay updated on their needs and revise the CRM.
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