Design Thinking for CRM re – implementation at my current organization

Design Thinking Tool Used: Visualization

Challenge:

After a failed attempt of CRM (Customer relationship Management) implementation & adoption for  the sales team at my present organization, we took the task to take insights from the failed attempt  and run the project with necessary measures to ensure successful adoption within the organization.

We chose Salesforce CRM for the team of 45 members of Sales, NPRD, Customer Service and  Management help us overcome the challenges of productivity, transparency, motivation and

improved sense of achievement. In the 1st phase, we did try and automate most parts of our sales,  project and customer communications cycle but failed to achieve the desired adoption due to  technical glitches, resistance by the users for the change, .

Having spent enough on getting the new tool implemented in addition to the recurring cost of  license fees without actual utilization, it was difficult to convince the management to get a new

partner onboard to complete implementation and help drive adoption, due to the earlier failed  attempt. The message from the management was clear to agree on the project “We cannot afford  to fail again”

Selection:

From the past learning, we decided to go ahead with learning launch to identify the requirements,  possible risks and their mitigation plan. During the process, we also would be able to identify the  challenges faced by the users and plan to help drive the adoption

Application & Insight:

To analyze the reasons of failure, we conducted quick meetings with the stakeholders similar to the

examples cited in the Good Kitchen Story. We used the visualization tool to identify the  opportunities to identify the best solution to our current problems. The outcome of the same would  help us in designing the solution as well as method to implement the solution. Below listed are the  major outcomes of the exercise.

1. Expected Page Layouts were created.   2. Excess Data entry points were identified for elimination in the new design

3. Links were established with the other modules in the overall process  4. Flow Diagram was created for the tech team to start working on the technical design  5. Data Model Correction required was identified at different points  6. Data Accessibility and Restrictions were identified for each role/function

7. Consensus was built with the stakeholders on the design and page layouts.

By the end of the exercise, we were clear on the way forward to the design. Since the exercise had  all the relevant stakeholders involvement, we were sure of having a better success ratio of the  project who would really understand the importance of the project and benefits it would extend to  them.

We also agreed on using learning launch tool as an outcome of visualization to develop few  modules, test, fix and then proceed to next module instead of a one-time launch of the package  which required higher commitment of resources and time.

Approach:

With the gained insights, we will ensure that before starting any key projects, we use the design  thinking tools to map the requirements with the help of the stakeholders and use the learning launch  phase to gather insights and opportunities of improvement. This would ensure a higher success ratio  of attempted innovations in the organizational requirements.


Design Thinking for CRM re – implementation at my current organization Design Thinking Tool Used : Visualization Challenge : After a failed attempt of CRM ( Customer relationship Management ) implementation & adoption for the sales team at my present organization , we took the task to take insights from the failed attempt and run the project with necessary measures to ensure successful adoption within the organization . We chose Salesforce CRM for the team of 45 members of Sales , NPRD , Customer Service and Management help us overcome the challenges of productivity , transparency , motivation and improved sense of achievement . In the 1st phase , we did try and automate most parts of our sales , project and customer communications cycle but failed to achieve the desired adoption due to technical glitches , resistance by the users for the change , . Having spent enough on getting the new tool implemented in addition to the recurring cost of license fees without actual utilization , it was difficult to convince the management to get a new partner onboard to complete implementation and help drive adoption , due to the earlier failed attempt . The message from the management was clear to agree on the project “ We can not afford to fail again ” Selection : From the past learning , we decided to go ahead with learning launch to identify the requirements , possible risks and their mitigation plan . During the process , we also would be able to identify the challenges faced by the users and plan to help drive the adoption Application & Insight : To analyze the reasons of failure , we conducted quick meetings with the stakeholders similar to the examples cited in the Good Kitchen Story . We used the visualization tool to identify the opportunities to identify the best solution to our current problems . The outcome of the same would help us in designing the solution as well as method to implement the solution . Below listed are the major outcomes of the exercise . 1 . Expected Page Layouts were created . 2 . Excess Data entry points were identified for elimination in the new design 3 . Links were established with the other modules in the overall process 4 . Flow Diagram was created for the tech team to start working on the technical design 5 . Data Model Correction required was identified at different points 6 . Data Accessibility and Restrictions were identified for each role / function 7 . Consensus was built with the stakeholders on the design and page layouts . By the end of the exercise , we were clear on the way forward to the design . Since the exercise had all the relevant stakeholders involvement , we were sure of having a better success ratio of the project who would really understand the importance of the project and benefits it would extend to them . We also agreed on using learning launch tool as an outcome of visualization to develop few modules , test , fix and then proceed to next module instead of a one - time launch of the package which required higher commitment of resources and time . Approach : With the gained insights , we will ensure that before starting any key projects , we use the design thinking tools to map the requirements with the help of the stakeholders and use the learning launch phase to gather insights and opportunities of improvement . This would ensure a higher success ratio of attempted innovations in the organizational requirements .