When implementing, for example, Office 365 or a ERP– Regardless of the CRM package, the key user plays a crucial role. He or she is someone from your organization who helps ensure the successful rollout of new software and is often the first to receive training. What core qualities must a key user possess to truly be a king or queen?
1. Being Open to Change
This is someone who approaches change processes with great joy and enthusiasm. “Driven” and “ambitious” are words that describe this person well, as is the desire to always move forward.
2. Be critical of current processes
Implementing a new system is usually not just a matter of ‘copy-paste.’ Anyone who thinks critically will recognize that certain processes were carried out for years but ultimately turned out to be unnecessary or inefficient. Someone who says, ‘That’s just how we’ve always done it,’ isn’t giving the right answer.
3. Have a strong sense of responsibility
A key user doesn’t necessarily have to be the manager of a particular department. It can also be a team member who naturally tends to feel responsible for the work of close colleagues. Often, it’s someone who is consulted when someone else is having trouble figuring something out.
4. Possess teaching skills, the ability to convey knowledge
The key user who thinks everything should be clear to everyone right away is probably not the right person for the job. Being able to convey knowledge to others means being willing to explain something a second time and being able to adapt to another person’s level of understanding.
5. Being a good listener
In this context, “listening” has several meanings. First of all, key users will be more successful if they act on what the supplier tells them. Listening also means having the ability to accept what others have to say. In addition, listening to the wishes of team members is a given in this important role.
6. Have a broad understanding of the organization
Especially when it comes to, for example, an ERP system or CRM software package In that case, a broad range of knowledge is essential. After all, it is important to understand which links—or departments—influence one another within the process. This means the person must be able to look beyond the success of their own department.
7. Being a Strong Communicator: The Way and How
It helps tremendously when the key user assists in developing new work instructions, quick reference cards, or other internal documents that support the implementation. Effective communication also means pacing—so plan multiple communication opportunities to achieve the greatest impact.
