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Edgewater Fullscope Blog

A real-world look at digital transformation.

Is HPO for You? The Challenging Road to Becoming a High Performing Organization

By Patrick Lewis | January 21, 2019

CRM projects often fail. In fact, it is more common for a CRM implementation to fail than succeed.

Did you expect to hear that from a CRM technology partner?

With the knowledge gained from over 1,000 CRM deployments, we’ve learned companies that are the most successful with their CRM implementations have a plan for a successful implementation and view their project as an ongoing evolution. We call these companies High Performing Organizations (HPO), and it's a strategic goal for Fullscope customers to become HPOs.

You may be familiar with the concept of an HPO. Here’s the journey to HPO – starting at the bottom.

High performing organization model_CRM Adoption_Success_HPO

Fullscope’s High Performing Organization (HPO) Model

At Fullscope, we’ve created the HPO model to help you organize resources and schedules to support CRM initiatives.

This model includes three main components:

1. Organizational Structure

  • The Leadership or Executive Team
  • The Core Team of Subject Matter Experts (SME’s)
  • The CRM Project Team/Administrators

 

2. Training System

  • Role based training (persona, positions, etc.)
  • Solution experience level appropriate training
  • Multiple types of training (application, process, reinforcement)

 

3. Accountability

  • Scheduled meetings that include the Core Team and Admins
  • Scheduled meetings with the Leadership/Executive Team
  • The model supports the initiative and allows the organization to drive incremental changes to both the system and the overall strategy indefinitely.

 

When will you become a High Performing Organization?

Getting organized to accomplish this work is no small task. Such improvement requires a long-term disciplined effort (years). People throughout the organization must see themselves as responsible for the collective success of their unit and of the organization as a whole. This means the change mechanisms have to be established throughout the organization. It requires that groups of people doing this work form leadership teams at every level of the organization.

The good news is, we can help. Fullscope customer Aventics followed the HPO model and says:

My advice to future rollout teams: Take a break, go back to the end-to-end review, and make sure that every process is known. Define ownership for every process, and make sure that these are known and agreed upon both within the project team, but most importantly within the organization.  It is especially important to address all processes from Lead qualification to how the Dashboards are used and consumed. — Larry Bowers Global CRM Project Leader, Aventics

Learn more in Larry’s video: 



For more information about becoming an HPO, check out our guide: 3 Keys to Successful CRM Adoption. Your step-by-step game plan to a successful CRM journey. 

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About Patrick Lewis

As the Director of Business Outcomes and CRM Success, Patrick has more than 25 years in customer relationship management. He’s worked across Manufacturing, Professional Services, Sports, and Financial Services industries. Patrick’s primary areas of focus are organizational change management, and business process.

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