Here's how you can navigate expectations with your boss in the CRM field.

Navigating expectations with your boss in the CRM field requires a clear understanding of their goals. In the "Continuous Learning Approach for Motivation in Contract Work Project," we utilized the SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goal-setting framework. This method ensured that both my team and I were aligned with our boss’s strategic objectives. Regular check-ins and status updates were conducted to discuss progress and adjust plans as needed. By clearly understanding and aligning with the boss's goals, we not only met expectations but also demonstrated our commitment to the company's vision, which enhanced trust and collaboration within the team.

CRM goals are tricky and usually quite broad. Some managers have clear objectives, while others don't. I've worked with both types of teams. If the goal is simply system improvement, a CRM specialist can add value by asking about the company's yearly, quarterly, and monthly goals. Often, the primary goal is to increase sales. While CRM doesn't generate revenue directly, it supports growth through automation, segmentation, and reporting. To assess future work, I ask: - What is the main barrier to scaling, and how do you plan to address it? - What customer data and insights are most valuable to your team? - How familiar is your team with CRM? - Why do they need CRM? Worth to add, that CRM is a long-term necessity, not a one-shot task.

CRM specialist is a mediator. Knowing how to explain and address objections is important, as you'll need to consider the impact on all stakeholders including the boss. I usually follow this rule: "While speaking with [Name], we agreed on changing [Y] to bring [A], [B], and [C] benefits and contribute to the company goal [Q]." After implementing the change, I document the new process in the team manual. Later, I revisit and showcase the actual impact of the change to the boss. Depending on the nature of the change, it might be better to record the video guide or have a call. Anyway, a learning center with all the information together is a must for every team.

Effective communication, especially regarding complex topics, is challenging and often takes multiple tries to perfect. When discussing complex subjects, express your opinion even the critical one (but with already solution in mind). It's important to recognize that while CRM specialists can contribute to growth, they will not do the numbers. It's important to have everyone on board and actively involved to see real results. Moreover, it's not unusual to invest time and resources in solutions that can be difficult for the end team to operate. To prevent this, include feedback during the initial implementation process. This practice helps identify potential issues early on, ensuring the final product is both practical and effective.