Implementing CRM software doesn’t happen overnight. As you travel the implementation timeline, things change along the way, from staff turnover to internal slowdowns to pivots on the vendor side of the implementation.  

In this episode, Mickey and Jamie have a real-time discussion with Dr. James Coker (East Carolina University) who is “in the midst” of a current implementation.  He is about 75% done; however, he faced significant pivots during the past eight months of the process.  Dr. Coker gives some pointers on how to create a unified knowledge base along with a strategic outlook on bringing everyone together to solve the implementation puzzle.

Whether it’s a major shift in organizational structure, goals or staffing, the chief CRM implementer (At ECU, this is Dr. Coker) needs to bring the right people into the decision process and the implementation strategy.  All the while, this person also needs to be a cheerleader to get buy-in from the whole team (and institution) even in the midst of setbacks. 

If any of these pivots, hurdles or challenges sound like something you or your institution is facing, tune in to the show to hear how Dr. Coker has handled similar situations.

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