Let's quickly catch
up on the last day of Summit! Of course the big announcement is that Summit
2016 will be in Tampa! Make sure you block your calendars and plan to be there
for lots of great learning and networking. (But before that remember to come out
to the Washington,
DC Chapter Meeting on November 4th!)
Change Management Tips
Keep a backlog of
all of the changes that need to be made - large issues and minor changes.
Releases will need a balance of small and large items. Prioritize and review
the backlog consistently.
Have "Story
Jam" or Sizing sessions to fully flesh out requirements. These should
involve the business team, development, QA, and anyone else who would need to
be involve in the process. Make these fun, team-building days to improve
relationships and ease future work.
Be sure to
communicate changes to users. Make use of the custom help feature, consider
linking to a SharePoint folder with short videos that help with that record
type. Constantly remind users about this in training.
Always keep
performance in mind. Scale and performance need to be key. Process should not
be decided before the structure. Everything must be built to scale.
Standardize where
you can. Users need to get what they need but may not always get what they
want.
Customer Service
The 4 C's of
customer service are Communication, Commitment, Consistency and Customer
Connectedness.
Define your KPIs and
remember they may not be traditional KPIs. Define your process and goals first
and use this to build out metrics based on what matters to you.
The experience must
be flexible. Engaged Employees create happy customers which are easier to deal
with and make happier employees. Define the roles and responsibilities for each
group and define the experience you want to provide. Then define the processes
to support this experience. Next train and enable employees to apply these
flexibly.
Ensure you are
aligned with business and organizational goals. Know the long term plans or the
organization and make sure technology is aligned to support this.
To manage knowledge,
empower users to create and publish. Define what you are looking for and ask
for the resources to assist. Only maintain articles that are in use, let the
older unused articles fall away.
Advanced Workflows
Glen Wolinsky
(@glenwol1) lead a great presentation on combining workflows with some custom
workflow activities and form Java Script. Be on the lookout for a follow up
webinar. This really shows the power of CRM when combined with creativity and a
little bit of code.
It also demonstrated
the value of fully mapping out your processes. Use Visio to show all the logic
including IF conditions, Waits, Child Workflows, etc. This is a great way to
understand what is happening and find any gaps in your process.
That's all for
today. Have a good evening!
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