The document outlines key roles and considerations for managing a CRM project. It discusses determining whether outside help is needed based on factors like familiarity with the CRM vendor's environment and whether requirements are well-defined. It also covers delineating CRM projects, developing a roadmap, metrics for success like using incremental development and continuous user involvement, measuring CRM success, and common pitfalls to avoid like failing to define a strategy or improve business processes.
The document outlines key roles and considerations for managing a CRM project. It discusses determining whether outside help is needed based on factors like familiarity with the CRM vendor's environment and whether requirements are well-defined. It also covers delineating CRM projects, developing a roadmap, metrics for success like using incremental development and continuous user involvement, measuring CRM success, and common pitfalls to avoid like failing to define a strategy or improve business processes.
Copyright:
Attribution Non-Commercial (BY-NC)
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Download as PPT, PDF, TXT or read online from Scribd
The document outlines key roles and considerations for managing a CRM project. It discusses determining whether outside help is needed based on factors like familiarity with the CRM vendor's environment and whether requirements are well-defined. It also covers delineating CRM projects, developing a roadmap, metrics for success like using incremental development and continuous user involvement, measuring CRM success, and common pitfalls to avoid like failing to define a strategy or improve business processes.
Copyright:
Attribution Non-Commercial (BY-NC)
Available Formats
Download as PPT, PDF, TXT or read online from Scribd
Business Sponsor / Leader CRM Steering Committee Implementation project Manager Lead Developer Database developer Front end Developer Subject Matter Experts Optional roles :Director e-Business, Data warehousing / CIO / Strategic Planning head / Privacy Officer
Question that determine whether outside help is necessary
How well do we know CRM vendors external environment ? Are there critical one-time-only task that need completion ? Are we comfortable that our requirements are well defined ? Can we get started with our existing staff ? Project management Office ( PMO )
CRM PROGRM AND REQUIREMENTS
DELINEATING CRM PROJECTS
CRM IMPLEMENTATION ROADMAP
CRM DEVELOPMENT SUCCESS METRICS
Incremental development vs big bang approach Requirements driven development scope creep Continuous user involvement Implementation process rigor
CRM SUCCESS MEASUREMENT
SINS OF CRM DEVELOPMENT
Failure to define a CRM strategy Failure to manage staffing expectation Failure to define success Hasty ASP decisions Failure to improve business process Lack of data integration Failure to continue socialising CRM to the enterprise at large