Situation: A company plans to implement a new CRM system. They have a project road map and have assigned a manager for the implementation. However, the CEO has concerns because this is the most significant software roll-out that the company has ever attempted. She wants to assure that the roll-out proceeds smoothly, and that and that sales, marketing and customer service functions are not hampered. How do you simplify a firm-wide software roll-out?

Advice from the CEOs:

• Focus on company business objectives as you plan and implement the roll-out. Optimize the system to company business objectives, not just what the team wants.
• Scope this out as a project management exercise.
  • Identify objectives.
  • Build and test.
  • Roll the system out to preliminary production and collect feedback on functionality.
  • Rebuild and test.
  • Plan and conduct system orientation training.
  • Set a date for the roll-out.
• Don’t immediately roll the new system out company-wide. Conduct an initial implementation with a small scale test team. Make sure that everything works as planned and that day-to-day function is not compromised. From the information that you gather during initial implementation, tweak orientation training so that everyone is comfortable with the new system.
• During initial planning sessions to set system objectives, meet first with managers whose teams will be impacted by the roll-out. Managers may not speak freely if their support staff are present.
• Have a roll-out celebration and be generous complimenting personnel who have been involved in planning and roll-out.

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