When you decide to move forward on a new CRM system or revamping your approach to an existing system, don’t hand the lead to your IT department. Unfortunately, we see this happen a lot. As a result, rather than positioning the project as a team sales solution, it’s frequently viewed as just software.
Yes, the IT team will need to be involved and will play a key role. But to truly be positioned as a team sales solution, the project should be led by sales management. The project should be approached with process, not technology, top of mind.
This also matters when it comes to ongoing training on the system. IT is more likely to focus on the How vs. the Why. The How – which covers which buttons to click, how to add data to the system, and more – is important. But sales managers and leaders from other departments can better cover the Why, which is just as if not more important. (Read more about training on the Why in this blog post.)
In most cases, the IT department won’t understand the Why from the perspective of sales and service for the simple reason of never having been in a salesperson or other employee’s shoes.