Five Change Management Tips to Ensure a Smooth mySAP CRM Implementation

  • by Michael Debevec, President, Debevec Consulting, Inc.
  • December 15, 2005
Implementing a new mySAP CRM system often results in significant changes in day-to-day user activities. Failure to implement appropriate performance measures and support procedures can lead to a rejection of the new system and a disruption of business. Consider these five factors that facilitate the adoption of your new CRM system.
Key Concept
People sometimes perceive that changing sales systems can make it more difficult for them to succeed in their jobs. They may resist using a new system, instead preferring their old methods. Change management should remove obstacles to adopting the new system and provide support and encouragement while transitioning from the old system to the new system.

When first exposed to mySAP CRM, people often view it as more complex and less user-friendly than conventional CRM/sales force tools such as Microsoft Outlook and Excel. A significant prerequisite for success is an effective and comprehensive change management program that starts at the project kick-off.

To motivate employees to use mySAP CRM, upper management should clearly communicate the goals of the mySAP CRM implementation and explain how these goals are relevant at the sales/marketing employee level. Often change management is a separate implementation project staffed by specialists in business process management with little knowledge of mySAP CRM. This can lead to disconnects between business process changes developed by the change management team and the application software being customized.

Many often see the change management process as simply a training effort — how to use the new system. This view does not address the management issues that drove the decision to implement a new system and the business improvements adopters expect with the new system. For the purposes of this article, change management refers to the actions performed to ensure the successful transition from the current environment to the new environment. The following five tips will make that transition successful.

Michael Debevec

Michael Debevec is president of Debevec Consulting, Inc., and is a senior consultant with more than 14 years of experience with SAP. He has worked with SAP CRM for the past nine years and assisted in implementations in the high tech, consumer products, and pharmaceuticals industries. Prior to working in SAP, Michael was an IS manager in charge of logistics systems.

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