How to succeed with the challenge of digitalisation
Every business will att some point in time go through needed change, and digitalisation is one of the most commong change processes. Fredrik has helped many companies through their digitalisation process, and he believes that the challenge is often linked to the lack of a common purpose.
“It’s not uncommon that companies see digitalisation both as a way of improving customer satisfaction and to achieve internal efficiency. This often leads to ambiguous expectations, leaving employees frustrated about the new ways of working.”
Based on a survey by Forrester, 85% of the challenges that organisations face when introducing new digital tools are linked to behaviours and processes. Software is often implemented quite swiftly and seamlessly, as most vendors are experts at what they are selling. However, when it comes to the utilisation of the software, the organisation is suddenly left alone with a much more complex issue: How do you ensure that the digitalisation process does not stop once the software has been implemented?
“At the start of the change process, it’s critical to define the required internal behaviours as well as the behaviours required in customer interactions. Work with these two behavioural change processes in parallel, to ensure a faster and better outcome.”
5 tips to succeed with change management
1. Think about behavior from the start
During a change process it’s easy to get stuck in structure, processes and organisational issues. It’s not uncommon to put off behavioural change for a while (or, in worst case, ignore it all together) and to do it on the fly as issues pop up. This can lead to costly delays in the change process, something that nobody wants to happen.
2. Don’t forget the employees
“Get everyone involved” – it may sound like a no-brainer, but it’s an important factor in creating a behavioural change processes. Most businesses involve their leaders early and inform the rest of the organisation far too late. This is a recipe for creating delays in the process, something that isn’t ideal. Instead, involve everyone at an early start of the project to keep it on track.
3. Change management is a constant process
As a leader, it is critical to think about change management as an ongoing process that will never end. You must constantly work with it and be patient when it comes to changing behaviors. Leaders who are able to apply this approach are much more likely to inspire their staff members in a positive way. Don’t give into the thought “It’ll get better after a while”. Instead, be active and focus on developing the change needed together with each other to improve the business going forward.
4. Don’t stand back and wait
It’s important to be present during the process to succeed with behavioural change. As a leader, you need to coach your employees and be attuned to their behaviours, much like what a sports coach does. You can’t just be a spectator, you must be out on the field with your team and be ready to roll up your sleeves! So don’t stand back and wait, thinking things will solve itself. Instead, take an active approach and be present to succeed!
5. Make change concrete and real
Change needs to be broken down in order to create actions and results. That’s why it’s important to work with short term goals, making it easier to feel like something is accomplished as the goals are met. If the goals are medium- to long-term, you risk your employees feeling inadequate and becoming passive during the process.
Although Lime has one of the market’s most user-friendly CRM systems, it’s still important to think about process change and changing the way people work and behave when implementing a new CRM system. That’s why we have a holistic approach to CRM and can provide tailored behavioural plans for both employees and managers.
If you want to talk about change management, corporate culture, leadership, attitude and behaviours, we’ve got you covered!
