CollaborationCRM Case studyCRM project

This post was written by David Jiménez

Have you just deployed a new software solution and you’re experiencing resistance to change on the part of your staff? Here is a helpful step-by-step methodology, based on Wilink’s strategy for change.

1. Appoint a change management agent

Appoint somebody (or a team) to manage resistance to change. The ideal candidate is someone who is a good communicator, optimistic and who can motivate even the toughest of your staff members.

2. Train and involve managers

Change management is all about playing the long game, and you will need allies. Bring all your department heads together to train them and show them the what (features) and the why (how it will improve the daily activities and performance of their teams) of the new tool.

Clearly communicate what is expected of them: use the solution, be ambassadors for the tool, give feedback, etc. You need their support; they will be the most effective communication channel of the strategy.

3. Prepare the launch of your new solution

A. Before the launch

Present the change as something positive

This change should be seen as a something to be celebrated. Two key rules to remember for garnering the support of your staff: explain the why to foster a positive sense of urgency (“Don’t miss your Effici-zers, where you will learn about Efficy CRM’s hidden gems around a few appetizers and drinks”)

Rely on a variety of communication tools

Of course, you will need to have an invitation to your launch event, but why not also send out a newsletter designed with the colours of the solution. This will be the opportunity to share positive user testimonials, FAQs, small successes of your project, training dates, major milestones, etc.

Use other media: displays, roll-ups, posters, posts on social network media, brochures presenting the tool, etc.

B. The launch


Invite all future users and their managers to a celebratory get together: decorate the room with the colours of your solution; prepare symbolic goodies (submarine-shaped USB flash drives are popular ?); invite trainers; and prepare an inspiring speech!

Departmental training

Schedule tailored user training sessions department by department. Click here to learn more about how to implement an optimal training strategy


Launch a competition for all users and reward those who have used the solution most or best. This will motivate your users and they will associate the change with a positive event.

C. After the launch

Get feedback from department heads and managers

Ask your managers and department heads to list the strengths and weaknesses of your strategy, and to suggest areas of improvement. Also ask them to identify early adopters (those who use it with enthusiasm) and detractors (those who refuse to use it). For your own part, share user success stories via the newsletter, and think of possible solutions to win over the detractors.

Analyse your CRM usage and its ROI

Make the most of the usage reports generated by your solution to take stock of the situation and redirect your strategy if necessary.

Depending on the size of your company, you will be able to analyse the ROI of the solution a few months or years after its implementation. Do not underestimate this feedback. This is what will legitimise your actions.

Keep the enthusiasm around your project alive

Continue to communicate with users and analyse usage and ROI data. Change management is a long-term strategy, so it must be kept alive until the very end, when you have achieved your initial objectives.


Change management is never easy, but in order to secure a good ROI, it is important to follow a well-thought-out methodology. If you need more advice, our change management experts will be happy to help you. Good luck!

Learn more:

What is the CRM strategy and how do you implement it?
How does CRM-training benefit the implementation of your CRM-project?

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