CRM IMPLEMENTATION

10 Steps to a
Successful CRM
Implementation
 1. Calculate the value.
 2. Work closely with key departments.
 3. Budget realistically.
 4. Organize customer data.
 5. Lead the project from the top down.
 6. Find a reliable vendor and select functionality
conservatively
 7. Implement gradually.
 8. Market CRM to employees and deliver ongoing
training.
 9. Actively manage the implementation.
 10. Develop a culture of continuous improvement.
IMPLEMENTATION
CHECKLIST
 1.Create a diverse team:
 Committed to make the vision a reality
 Understand the business issues
 Understands the human issues
 Understands the technical & field sales issues
2. Mission Paper
 Business case
 Clear& concise vision
 How & when(Pilot, Training etc.)
 Ownership of project, data & system.
 Stated business case with ROI
3.Team Sponsors
 Sales Management
 Marketing management
 Senior Management
 IT
 End users
 Outside Consultants
 Customers
 Others(Admin., Customer service, Tech support)
4. Sell it to the users

 Send out productivity survey(is project

helping, is it improving performance)
 Calculate results
 Present results to users
5.Create the vision

 Paint a picture for them

 Define how it will be measured(metrics)
 Company wide, end users, management,
administrator
6.Select Software

 Develop RFI(Request for information)

 Have companies present solutions
 Pick 3 finalist
 Ensure IT perform technical evaluation
 Make final selection on present & future
needs
7. Determine core competencies
to roll out

 Start small then grow

 Prioritize requirements
 Work in phases(1,2,etc.)
8. Create implementation plan
 Discovery stage(how, what, whom, etc.)-
requirements you’ve identified in your planning process.
 Configuration-database structure is tailored to your
needs(form designing, report customization, etc.)
 Installation-you prepare your network for the new
system I.e. install & configure the CRM software on your
server (security, connectivity , hardware etc.)
 User Administration-mainly security etc.
 Training
 Benchmarking-how are we doing?
9. Communicate & celebrate
victories

 Identify benefits achieved

 How it affected the co.
 Graphic visualization of solutions
 Present to management & other users
 Celebrate success with lunch
Challenges in Implementing CRM
 Lack of cross functional integration

 Traditional organization structure

 Lack of local solutions

Options for Implementing
CRM
In-house development

Buy licensed CRM software

Outsource a managed service

In-house
Development
 Advantages:
 Can have a tailor-made solution adapted to
company’s needs and structure
 Develop internal resources and skills
that permit development of the system each time change is required
 Avoid dependence on CRM vendors or new software developments

Disadvantages:
 Most expensive option-company has to maintain, operate and improve the
system on its own
 Difficult to attract and retain skills to solve and develop data warehousing
challenges
 Longer time commitment(1-2 years) comparatively
Buy Licensed CRM Software
 Advantages:
 Usually have proven record of success

 IT concept and developments implemented with help of CRM vendor, company only needs to
adapt its IT structure to integrate the new solution

 Disadvantages:

 Expensive-initial fees and license costs, license renewal charges usually high, maintenance costs
over life of software, payments for newer versions

 High consulting fees charged to customize solution to company’s needs

 Integration of new software with existing applications usually tough, expensive and time
consuming(1-3 years)
 Outsource A Managed Service
 Advantages:
 Upfront costs lower- don’t need to pay for software licenses
and hardware systems
 Can adopt a ‘pay-as-you-go’ approach, with visible results

 Disadvantages:
 Needs to contact outsourcing company for every new requirement and pay for developments

 Risk of losing CRM solution investments if the outsourcing company goes out of business
 Implementing CRM: The
Decision Process
Stage-wise
Purchase and install a implementation
complete CRM solution
Decision from a vendor
To Implement an
Implement YES
enterprise-wide CRM
CRM program
Entirely outsource the
CRM application
process
NO
Stage-wise Implementation vs.
an Enterprise-wide CRM Solution
 Best-of-breed approach ( Stage-wise)
 CRM software is offered in different, independent modules, adapted to
a specific department’s needs
 Company buys sales automation software and contact management
module from different providers

 Enterprise wide CRM solution

 Composed of different modules from the same provider
 Implemented as a whole by connecting different modules and existing
databases
 Individual modules usually customized according to company needs