CRM implementation for your credit union doesn’t need to be daunting. Yes, there can be many internal stakeholders to build buy-in from and communicate with. But, relax, it’s been done before.
Here are some simple do’s and don’ts to help you keep everyone engaged:
- DO communicate the duty of project champions. Communicate the responsibility and accountability
of being seen in the office as championing the CRM project. Project champions communicate the
vision for CRM, articulate overall objectives, and set accountability, including for themselves. It’s a big
responsibility, and an ongoing one. Don’t just expect them to carry the ball without knowing what it
- DO encourage collaborative planning. Make sure that all process stakeholders contribute to the CRM
roadmap and are accountable to it. Start having cross-functional team meetings early to establish where
planning gaps may occur and expectations are not aligned. A CRM project affects all departments.
Don’t make the faulty assumption that CRM is only a new application for IT to implement.
- DO engage front-line service staff early. Build buy-in from the bottom up as much as possible. The
success of your CRM program will hinge on the adoption of the CRM processes and applications by
your front-line service team, so engage them early. They may surprise you with their insights into how
your credit union actually runs. Don’t engage them after your roadmap has been built.
- DO visibly respond and incorporate feedback. Ensure all of your stakeholders are engaged,
committed and accountable by welcoming their input and visibly incorporating it. Talk to your
employees about what matters to them in the project lifecycle and make them feel part of it.
- DO celebrate milestones. Acknowledge your team’s efforts by celebrating smaller milestones during
the CRM rollout. Take opportunities to recognize your CRM Champions at all levels of the credit
union. DON’T stop communicating when the system is in place. Share successes like an increase in
member satisfaction, or anecdotes about how well the system is working or how a tweak suggested by
an employee made it work better.
Need more help? Learn how Doxim helped Conexus Credit Union to implement CRM and boost member
experience across channels.