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How to prepare CRM software users for the upgrade process

EXPERT RESPONSE FROM: Paul Greenberg

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QUESTION POSED ON: 15 August 2007
What's the best way to prepare CRM software users for an upgrade? How long before the upgrade should we start and how can we make the process go smoothly?

EXPERT RESPONSE
There is no special way to prepare for a CRM software upgrade beyond making sure that you're constantly communicating your intent to do the CRM upgrade and the reasons for the upgrade to the users prior to the actual software upgrade.

The timeframe to let the CRM users know about the software upgrade so they can prepare is variable. It should be at the point you have come to the definite conclusion you're doing the upgrade. There should be little time between that decision and the initial communications to the CRM users.

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