Introducing a CRM · ASRR Tech
How do you validate a new CRM configuration?
Ask future users to perform recognisable tasks with relevant records. Check outcomes and information received by the next employee.
A practical example
An adviser creates a next action a colleague must handle during leave.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Choose practical tasks.
- Observe execution.
- Check handover.
What does success look like?
Users can execute the agreed process without hidden workarounds.
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.