Basic CRM Project rules
Since CRM is a multidisiplinary and relatively complex area, one could write a book about CRM project guidelines and rules. We are not going to write a book but we are going to sum up a few important project prerequisites which should help you reach successful CRM implementation.
1. Sponsorship from the Board
You've got to have sponsorship or direct support from the top of your organisation in regards to a CRM Project. Otherwise it's more or less doomed to fail. CRM Projects should be initiated from the top and then propagated through the lower hierarchies all the way to the end users. CRM implementation can introduce some important changes in everyday business and that's hard in itself. Without the support from the management it's even harder.
2. Outside support
If you don't have a CRM expert inside your Company, hire or at least talk to one. You'll shorten your CRM journey dramatically and make it much more efficient. CRM is not quantum physics by any means, it can be rather simple. It's business that are complex. So you need someone who can teach you to think about your business in CRM terms, to relate your everyday processes with CRM paradigm to give you an opportunity to shape your CRM yourself.
3. Spend time on system design
Many CRM implementations are done based on a concept/specification which is insufficiently elaborated or detailed enough. This results in failure and poor CRM adoptation. Take your time designing your system, make clear distinction between important and less important system components. And be flexible, be ready to change them along the way.
4. Don't overdo it at once
CRM interfere with various organisation processes, especially those of marketing, sales and customer support. Try to implement incementally, in smaller chunks, so you avoide confusion and natural resistence to big changes. Bottom line: phase it! If you go huge at once, there's a good chance something shall go wrong.
5. Involvement
It's important to include all company structures into a CRM Project. At least those who are directly affected by the processes in focus. Usually, a good CRM roster should look like this: company managemet for sponsorship and support, middle management for design, implementation and CRM evangelisation throughout the Company and end users for valuable testing and feedback in the context of their everyday needs.
6. Encourage feedback
Communicate to end users the importance of their feedback during implementation period. Their suggestions are vital for process optimization and fine usr interface polishing.
7. Avoid unreasonabable expectations
You will not change your whole business paradigm and become customer oriented company the very day your CRM hits the production phase. It takes time for CRM to sink in the organisation, for data to be collected and analysed and then respective optimizations to take place. Be patient and reasonable with your expectations.
8. Know what you want from CRM
Have a clear vision of things you'd like to improve in your business processes. Communicate this vision clearly to your implementation team and also to CRM users. Make a revision couple of month after the go-live, check where you stand in comparison to what you've envisioned.
1. Sponsorship from the Board
You've got to have sponsorship or direct support from the top of your organisation in regards to a CRM Project. Otherwise it's more or less doomed to fail. CRM Projects should be initiated from the top and then propagated through the lower hierarchies all the way to the end users. CRM implementation can introduce some important changes in everyday business and that's hard in itself. Without the support from the management it's even harder.
2. Outside support
If you don't have a CRM expert inside your Company, hire or at least talk to one. You'll shorten your CRM journey dramatically and make it much more efficient. CRM is not quantum physics by any means, it can be rather simple. It's business that are complex. So you need someone who can teach you to think about your business in CRM terms, to relate your everyday processes with CRM paradigm to give you an opportunity to shape your CRM yourself.
3. Spend time on system design
Many CRM implementations are done based on a concept/specification which is insufficiently elaborated or detailed enough. This results in failure and poor CRM adoptation. Take your time designing your system, make clear distinction between important and less important system components. And be flexible, be ready to change them along the way.
4. Don't overdo it at once
CRM interfere with various organisation processes, especially those of marketing, sales and customer support. Try to implement incementally, in smaller chunks, so you avoide confusion and natural resistence to big changes. Bottom line: phase it! If you go huge at once, there's a good chance something shall go wrong.
5. Involvement
It's important to include all company structures into a CRM Project. At least those who are directly affected by the processes in focus. Usually, a good CRM roster should look like this: company managemet for sponsorship and support, middle management for design, implementation and CRM evangelisation throughout the Company and end users for valuable testing and feedback in the context of their everyday needs.
6. Encourage feedback
Communicate to end users the importance of their feedback during implementation period. Their suggestions are vital for process optimization and fine usr interface polishing.
7. Avoid unreasonabable expectations
You will not change your whole business paradigm and become customer oriented company the very day your CRM hits the production phase. It takes time for CRM to sink in the organisation, for data to be collected and analysed and then respective optimizations to take place. Be patient and reasonable with your expectations.
8. Know what you want from CRM
Have a clear vision of things you'd like to improve in your business processes. Communicate this vision clearly to your implementation team and also to CRM users. Make a revision couple of month after the go-live, check where you stand in comparison to what you've envisioned.
