I worked with one of my clients to plan the kick off meeting for their CRM Implementation project. I started with my workshop Tools and Techniques – Planning a Successful Project Kick Off Meeting and the team was brainstorming on how to meet each objective of the meeting..
Inspire – establish a context that is larger than the project
Inform – define the project, clearly communicate to users the impact of their involvement, and establish how they will receive more information
Engage – get users involved right from the start
In prior discussions my client expressed concerns about getting their users involved in the project, so I suggested that they conduct a commitment exercise during the kick off meeting.
Here’s how it works…
- Users are given cards during the meeting to write down their commitment to making the project successful. To make the directions clear, you can have the cards pre-printed with “My commitment to [Your Project Name] is …”
- Executive leadership and project team members publicly share their commitment to the project
- All of the cards are posted on a visual display and should be referenced throughout the project.
After explaining the commitment exercise I could tell something was wrong, the energy and excitement was sucked out of the room in a matter of seconds. Finally, one of the project team members let the cat out of the bag – “We don’t do warm and fuzzy here, these type of activities never work”
Here is the reality…there is nothing warm and fuzzy about this commitment exercise. If you are not able to engage your users in your CRM implementation, you don’t have a chance at success.
This is the kick off meeting, the very start of the project, you are still in the honeymoon phase, if you are unable to engage your users at this stage, its time to roll up your sleeves and do some heavy lifting. The benefit of doing an exercise like this, even if it fails, it gives you a critical piece of information that you didn’t have before – are your users engaged in the project? If the answer is NO, its time to get a plan of action in place to get them engaged. This is all a part of change management and any strategies surrounding change management takes into account human responses and natural tendencies. What is clear is that people are rarely inspired by technology, but they are inspired by 1)achieving excellence 2)making a difference or knowing that their contribution made an impact 3)being a part of something bigger than themselves. With any CRM implementation the technology is a tool that enables you to achieve your organizational mission. Focus on that aspect during your kick off meeting, this is what people really care about.
So with a little trust in their project advisor, my client included the commitment exercise in the project kick off meeting – It was a huge success!
Let me share with you what worked well…
The VP of Development gave an inspiring talk that created a context for the CRM implementation project and concluded with a clear call to action. Each person was charged with “making [the institution] a world class fundraising organization.”
The Project Manager provided clear information about the project approach and how users would get involved and most importantly the impact of their involvement on project success.
I moderated a discussion panel to inform users about Constituent Relationship Management strategies. The panelists provided their insights into the keys to success for a CRM implementation and any lessons learned from prior experiences.
The results…the board that was purchased to display the project commitments could not hold all of the cards because the response from users was overwhelming. Prior to the meeting the team was concerned that people would not even write one sentence – they wrote paragraphs about what they were willing to do to make the project a success. The users even waited in long lines to make sure that their commitment card was posted on the board for everyone to see.
If you are planning a new CRM implementation or planning the next phase of your CRM implementation and would like to increase the success of your project by having your users engaged from start to finish give me a call at 424.206.5379 or email me at [email protected] so we can set up a time to talk.