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[Series: How to Conduct EMOROCO CRM Lite Implementation Consulting] Part 3 — "Creating a CRM that Actually Works": Construction, Data Migration, and Initial Setup
Hello, this is Matsubara, CRM Evangelist.
In the second session , the design document was completed. In the third session, we will explain the "construction phase," which involves implementing that design into the actual EMOROCO CRM Lite.
The goal of the build phase is simple: **"By the end of Day 7, the CRM doctor will have fully mastered the basic operations, data for 20 key customers will be entered, and the first workflow will be running."**
Overall schedule for the construction phase (Days 1-7)
[Schedule for the construction phase]
Day 1 (2-3 hours): Environment setup and basic configuration
- Administrator account settings
- Creating entities
- Adding and configuring fields
Basic settings for security roles
Day 2-3 (1-2 hours each): Data preparation and CSV import
- Cleansing existing data (organizing Excel files)
- Create a CSV template
- Test import (10 items) and verification
• Import to production (all records)
Day 4 (1-2 hours): Workflow setup
- Set up and test the first workflow.
- Functionality check (test by manually generating a trigger)
Day 5 (1 hour): Dashboard Setup
- Setting up the red alert view (first view)
- Check the CRM Doctor dashboard
Day 6-7 (30 minutes each): Final check and invitation of all users
- Invite all users to their accounts
- Check the operation of basic functions
- Preparation for the "Training Session (4th)"
Day 1 (2-3 hours): Environment setup and basic configuration
- Administrator account settings
- Creating entities
- Adding and configuring fields
Basic settings for security roles
Day 2-3 (1-2 hours each): Data preparation and CSV import
- Cleansing existing data (organizing Excel files)
- Create a CSV template
- Test import (10 items) and verification
• Import to production (all records)
Day 4 (1-2 hours): Workflow setup
- Set up and test the first workflow.
- Functionality check (test by manually generating a trigger)
Day 5 (1 hour): Dashboard Setup
- Setting up the red alert view (first view)
- Check the CRM Doctor dashboard
Day 6-7 (30 minutes each): Final check and invitation of all users
- Invite all users to their accounts
- Check the operation of basic functions
- Preparation for the "Training Session (4th)"
Day 1: Environment Setup and Basic Configuration
Entity creation
Create entities based on the design documents.
[Things to check when creating an entity]
- Entity names should be in Japanese that is easy for on-site staff to understand.
× Account → ○ Customer company
× Contact → ○ Person in charge/Contact information
× Opportunity → ○ Project/Business Negotiation
- The display order of entities should be "most frequently used" first.
- Initially, you have 2-3 entities. You can add more later.
We won't create entities that we "might use in the future" right now.
- Entity names should be in Japanese that is easy for on-site staff to understand.
× Account → ○ Customer company
× Contact → ○ Person in charge/Contact information
× Opportunity → ○ Project/Business Negotiation
- The display order of entities should be "most frequently used" first.
- Initially, you have 2-3 entities. You can add more later.
We won't create entities that we "might use in the future" right now.
Add a field
Add design document fields to each entity.
[Points to note when setting up fields]
Setting the emotional temperature field:
Format: Multiple choice (one option)
Options: Hot / Warm / Cool / Cold
Default value: Do not set (blank)
Required/Optional: Optional (not mandatory)
→ To prevent "just making it warm without thinking"
Do not set a default value.
Setting the "Next Action" and "Next Action Due Date":
Both fields must be created as a set.
A design that only has "content" but no "deadline"
The "To-Do List for This Week" on the dashboard
It doesn't work properly.
Narrative Memo Field Settings:
Format: Multi-line text (no upper limit)
Label: "Person in Charge Memo" or "Narrative"
→ Rather than names like "Detailed Information" and "Notes"
"The act of recording creates value."
Choose a name that fosters awareness.
Setting the emotional temperature field:
Format: Multiple choice (one option)
Options: Hot / Warm / Cool / Cold
Default value: Do not set (blank)
Required/Optional: Optional (not mandatory)
→ To prevent "just making it warm without thinking"
Do not set a default value.
Setting the "Next Action" and "Next Action Due Date":
Both fields must be created as a set.
A design that only has "content" but no "deadline"
The "To-Do List for This Week" on the dashboard
It doesn't work properly.
Narrative Memo Field Settings:
Format: Multi-line text (no upper limit)
Label: "Person in Charge Memo" or "Narrative"
→ Rather than names like "Detailed Information" and "Notes"
"The act of recording creates value."
Choose a name that fosters awareness.
Basic Security Role Settings
[Basic Design of Security Roles]
Start simply with 2-3 rolls:
Administrator role:
All operations on all entities are possible.
→ CRM Doctor/System Administrator
Manager role:
All records can be viewed and edited.
→ Sales Manager/Executive
General user role:
Only records assigned to you can be manipulated.
→ General Sales Representative
→ As the organization grows, roles can be subdivided later.
Designing complex roles from the start is a source of confusion.
Start simply with 2-3 rolls:
Administrator role:
All operations on all entities are possible.
→ CRM Doctor/System Administrator
Manager role:
All records can be viewed and edited.
→ Sales Manager/Executive
General user role:
Only records assigned to you can be manipulated.
→ General Sales Representative
→ As the organization grows, roles can be subdivided later.
Designing complex roles from the start is a source of confusion.
Day 2-3: Data preparation and CSV import
The data migration process consists of two stages: "cleaning up the existing Excel file" and "importing the data into EMOROCO."
CSV data cleansing
In many companies, existing customer data is "tainted."
Common stains and how to deal with them
① Duplicate records:
"Tanaka Sangyo", "Tanaka Sangyo Co., Ltd." and "Tanaka Sangyo"
It exists on a separate line.
→ Consolidate by visual confirmation or Excel's duplicate removal function.
② Variation in spelling:
"Chiyoda Ward, Tokyo" "Chiyoda Ward" "Chiyoda Ward, Tokyo"
→ Corrected to a standardized format (address can be deleted if not required).
③ "Responsible person unknown" record:
A record with a blank field for the person in charge.
→ Decide whether to import it as is or set a default person in charge.
④ Pre-setting emotional temperature:
Avoid adding "warm" to all items during the import process.
→ The emotional temperature will be "set manually by the person in charge after import."
A CRM that warms up all records is meaningless.
⑤ How to handle "past customers":
Should we import "dormant customers" with whom we haven't had contact for more than three years?
→ Initially, it is recommended to import only "major customers from the past 1-2 years".
Dormant customers are later categorized as "cold" entities.
① Duplicate records:
"Tanaka Sangyo", "Tanaka Sangyo Co., Ltd." and "Tanaka Sangyo"
It exists on a separate line.
→ Consolidate by visual confirmation or Excel's duplicate removal function.
② Variation in spelling:
"Chiyoda Ward, Tokyo" "Chiyoda Ward" "Chiyoda Ward, Tokyo"
→ Corrected to a standardized format (address can be deleted if not required).
③ "Responsible person unknown" record:
A record with a blank field for the person in charge.
→ Decide whether to import it as is or set a default person in charge.
④ Pre-setting emotional temperature:
Avoid adding "warm" to all items during the import process.
→ The emotional temperature will be "set manually by the person in charge after import."
A CRM that warms up all records is meaningless.
⑤ How to handle "past customers":
Should we import "dormant customers" with whom we haven't had contact for more than three years?
→ Initially, it is recommended to import only "major customers from the past 1-2 years".
Dormant customers are later categorized as "cold" entities.
Creating a CSV template and performing a test import.
[Import Procedure]
Step 1: Download the EMOROCO CSV template.
Once the entity settings are complete,
CSV template (where field names are used as column headers)
Export and check it.
Step 2: Paste the cleansed data into the template.
Paste while checking the column mapping.
UTF-8 is recommended as the character encoding (to prevent garbled characters).
Step 3: Test import (10 items)
First, import just 10 items to check if they are being imported correctly.
Points to check in particular:
- Are the values in the selection field mapped correctly?
- Is the date field being imported in the correct format?
- Check if there are any character encoding issues.
Step 4: Import into production (all records)
If the tests pass, import all items.
After importing, check if the number of items is correct.
Step 1: Download the EMOROCO CSV template.
Once the entity settings are complete,
CSV template (where field names are used as column headers)
Export and check it.
Step 2: Paste the cleansed data into the template.
Paste while checking the column mapping.
UTF-8 is recommended as the character encoding (to prevent garbled characters).
Step 3: Test import (10 items)
First, import just 10 items to check if they are being imported correctly.
Points to check in particular:
- Are the values in the selection field mapped correctly?
- Is the date field being imported in the correct format?
- Check if there are any character encoding issues.
Step 4: Import into production (all records)
If the tests pass, import all items.
After importing, check if the number of items is correct.
Day 4: Setting up and testing the workflow
We will set up the first workflow (emotional temperature cool → follow-up task generation).
[Details of the first workflow setup]
trigger:
Entity: Customer company (or appropriate entity)
Condition: When the "Emotional Temperature" field is updated to "Cool"
Action: Automatically generate tasks
Title: "[Follow-up Required] Mr./Ms. ○○, your emotional temperature is low."
Person in charge: The person in charge of that record (automatically assigned)
Deadline: The next business day following the trigger event.
Description (Task Body):
"My emotional temperature has cooled down."
Please contact me this week out of genuine interest.
No hard selling. Start with "How are you?"
Please update your emotional temperature after contact.
[How to perform a functional test]
1. Open a test customer record.
2. Manually change the emotional temperature to "cool".
3. Check if tasks for the next business day have been automatically generated.
4. Verify that the task assignee, deadline, and content are correct.
5. If there are no problems, proceed to production.
trigger:
Entity: Customer company (or appropriate entity)
Condition: When the "Emotional Temperature" field is updated to "Cool"
Action: Automatically generate tasks
Title: "[Follow-up Required] Mr./Ms. ○○, your emotional temperature is low."
Person in charge: The person in charge of that record (automatically assigned)
Deadline: The next business day following the trigger event.
Description (Task Body):
"My emotional temperature has cooled down."
Please contact me this week out of genuine interest.
No hard selling. Start with "How are you?"
Please update your emotional temperature after contact.
[How to perform a functional test]
1. Open a test customer record.
2. Manually change the emotional temperature to "cool".
3. Check if tasks for the next business day have been automatically generated.
4. Verify that the task assignee, deadline, and content are correct.
5. If there are no problems, proceed to production.
Day 5: Dashboard Setup
Set up the first view (red alert list).
[Setting up the "List of Customers to Follow Up This Week" in View 1]
View name: "This Week's Red Alert"
Display conditions (customers who meet any of the following criteria):
Condition A: Emotional temperature is "cool" or "cold"
AND 14 days or more have passed since the last contact.
Condition B: The next action deadline is "on or before today" (deadline exceeded)
Display columns:
• Customer name (with link)
・Emotional temperature
・Last contact date
• Next action
Name of person in charge
Sort order: Oldest first by last contact date (most urgent customers at the top)
[How to check if it works]
- Changed the emotional temperature of several customers to "cool"
Let's try setting the last contact date to 14 days ago.
- Check if it displays correctly in the view.
- If there are no issues, add to the person in charge's dashboard.
View name: "This Week's Red Alert"
Display conditions (customers who meet any of the following criteria):
Condition A: Emotional temperature is "cool" or "cold"
AND 14 days or more have passed since the last contact.
Condition B: The next action deadline is "on or before today" (deadline exceeded)
Display columns:
• Customer name (with link)
・Emotional temperature
・Last contact date
• Next action
Name of person in charge
Sort order: Oldest first by last contact date (most urgent customers at the top)
[How to check if it works]
- Changed the emotional temperature of several customers to "cool"
Let's try setting the last contact date to 14 days ago.
- Check if it displays correctly in the view.
- If there are no issues, add to the person in charge's dashboard.
Day 6-7: Invite all users and final confirmation
[How to invite all users]
Step 1: Prepare the user list
View all users' names, email addresses, and roles.
Step 2: Send the invitation email
Add a user from the EMOROCO administration screen.
Send an invitation email.
Step 3: Login verification and initial password setting support
Confirm that all users can log in.
We provide support for password setting.
Step 4: Confirming basic operations
Check if each user can open "My Assigned Customers".
Check if the emotional temperature field is displayed correctly.
[Checklist for the end of Day 7]
□ Is the entity created correctly?
□ Are all fields set according to the design document?
□ Are the options and definitions for the emotional temperature field correct?
□ Are data from 20 or more major customers imported?
□ Is the first workflow working correctly?
□ Is the red alert dashboard view working correctly?
□ Are all users logged in?
□ Has the date for the 4th session (training and retention support session) been finalized?
Step 1: Prepare the user list
View all users' names, email addresses, and roles.
Step 2: Send the invitation email
Add a user from the EMOROCO administration screen.
Send an invitation email.
Step 3: Login verification and initial password setting support
Confirm that all users can log in.
We provide support for password setting.
Step 4: Confirming basic operations
Check if each user can open "My Assigned Customers".
Check if the emotional temperature field is displayed correctly.
[Checklist for the end of Day 7]
□ Is the entity created correctly?
□ Are all fields set according to the design document?
□ Are the options and definitions for the emotional temperature field correct?
□ Are data from 20 or more major customers imported?
□ Is the first workflow working correctly?
□ Is the red alert dashboard view working correctly?
□ Are all users logged in?
□ Has the date for the 4th session (training and retention support session) been finalized?
"Building is not the end, it's the beginning"—the difference between technical completion and actual use.
"Completing the EMOROCO setup" does not mean "the CRM implementation is complete."
Even if a system is technically working correctly, it's not considered "completely implemented" until "the users in the field start using it and continue to use it"—this is Arcus Japan's definition.
There's a message I always convey to the client when the construction phase is complete.
"Now we have the foundation. In the next training session, we will design an experience that will make the team want to use it. That experience is the key to its adoption."
EMOROCO CRM Lite Product Page
In the next installment (Part 4), we will discuss training for all staff and "designing an experience that makes people want to use it"—the most important phase in implementation and adoption.
Previous article: [Part 2: Implementation Design – Designing "What Kind of CRM System to Build" with the Client]
Related article: [Behavioral psychology of CRM adoption - The science of designing systems that make users want to input data, rather than forcing them to input it]
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