Introducing a CRM · ASRR Tech
How do you tell whether a team actually uses the CRM?
Check whether records support daily handovers. Login counts matter less than current actions, clear owners and useful contact history.
A practical example
Everyone logs in but next actions remain in personal notebooks.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Read open records.
- Check next actions.
- Ask about workarounds.
What does success look like?
The CRM contains information supporting daily work.
Test this with a recognisable record and have a colleague review the outcome. Note missing information or decisions. Use that finding to improve a working agreement before applying the process more broadly.
Introducing a CRM: the wider process
A new configuration needs a clear starting point and an owner. Begin with a bounded process the team can practise daily. Define employee actions, who answers questions and how improvements are chosen. Use examples from real work in training. After launch, check that records contain enough information for handovers and next actions are completed. Adjust configuration around observed problems. Add automation once the underlying working agreements are clear in practice.