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  Implementing a CRM into your organization requires due diligence. It is also crucial that you
factor in the behavioral and psychological elements that go into the development of a CRM culture. This
article covers ten steps you should consider.

There are a multitude of cases where a business has taken all precautions to do everything by the book
when purchasing and implementing a new CRM system and still has not reaped benefits; instead the
business has actually taken a nosedive for the worse. You can apply due diligence, customize your
solutions and instill proper training to the customer-facing executives, but if you do not factor in the crucial
behavioral and psychological elements that go into developing a CRM culture; then there are going to be
gaps and voids in the ³CRM flow´.

1. 




 
 - The important thing to incorporate is to continually check
that the beliefs of CRM practices implemented are going to work. This belief or lack of it, will be
carried over to the customer during the interactions with the staff. If you treat it like a chore, it will
show up in your efforts and work ethic.
2. 0


 

! ± The consumer today is a keenly aware (and for some it is
very irritating). If the consumer knows that you have CRMesque ambitions, his expectations are
going to rise with that knowledge. You do have to be aware of the minimum benchmarks, for at
least providing a satisfactory customer exchange. How are things going to be different from what
they were prior? And how does the customer realize the benefits they will reap? These are the
questions that need to be asked.
3.  
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#
A CRM system is going to offer real and tangible benefits only if
the related processes are executed timely as a part of a broader strategy. A company of CRM
strategy molds and refines the direction that the company of a CRM culture when it is implemented.
4. ÿ




# One reason why most CRM initiatives fail to score on the customer
experience front; is that CRM is viewed by many, as a cut and dry technology driven by data and
facts only. To this end, businesses do sink huge amounts of time and effort into CRM technology. It
is a fact the technology usually amounts for approximately 25% of the total CRM endeavor. Other
aspects such as empathy with customers are crucial to engage and to attract customers in order to
sell it and create developments that are positive.
5. 



 

 
# Bringing in cultural changes is a long-term process. It takes time and
effort to replace existing prejudices and beliefs that are concretely instilled to replace with new
thoughts and ideas. Start the learning/re-learning process early into the CRM implementation.
6. 




$
rnow what it will take to foster cross-department customer centric
programs in your organization. The path will be different for an entrepreneurial setup where
departments enjoy autonomy; against a company where information largely flows top-down in a
linear movement.
7. r

 ± A CRM implementation plan is a dynamic process in which new observations and
information can affect the already laid out concrete plan. Positive information should be reinforced
and successful efforts should be replicated. Accentuate the positive that makes cultural shifts less
jarring and disruptive. Acceptance of the software, changes in processes, and a friendly people
approach to CRM implementations, should be a continuous process.
8. 
 
#
ÿevelop metrics to measure performance, training, education, and
compensate the employees for the extra effort for blending in with the new culture. Performance
 recognition when applied; sends out a powerful message that signals to the management; it is
indeed a keen process on its way to establishing a CRM culture.
9. å


 

$ The customer-facing staff is your best source of pertinent information
regarding customer behavior, their demands, and changes that can be made at the forefront and
indeed in the CRM policy. So, do encourage your employees to speak up. Involve them in as much
that is possible in the process. Ask them for periodic evaluations of the changed processes toward
developing a CRM culture. What are good suggestions that can help in simplifying the processes
and improving efficiency as well?
10. "

   ± Adding customer centricity to your business approach should be such, that
the culture of CRM is adopted across all departments and not just on the front-end. To this end,
department heads need to buy-in into the process of CRM and propagate it further till completion.