10 Steps to a Successful CRM Implementation
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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.


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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
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Business case Clear& concise vision How & when(Pilot, Training etc.) Ownership of project, data & system. Stated business case with ROI

3.Team Sponsors
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Sales Management Marketing management Senior Management IT End users Outside Consultants Customers Others(Admin., Customer service, Tech support)

4. Sell it to the users

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Send out productivity survey(is project helping, is it improving performance) Calculate results Present results to users

5.Create the vision
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Paint a picture for them Define how it will be measured(metrics) Company wide, end users, management, administrator

6.Select Software
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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
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Start small then grow Prioritize requirements Work in phases(1,2,etc.)

8. Create implementation plan
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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.)

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User Administration-mainly security etc. Training Benchmarking-how are we doing?

9. Communicate & celebrate victories
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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


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


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


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


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


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


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
Decision To Implement CRM Purchase and install a complete CRM solution from a vendor

Stage-wise implementation

Implement an enterprise-wide CRM program Entirely outsource the CRM application process


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
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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