CRM Implementation

‡ Despite intense planning and preparation companies find the CRM implementation process a surprise. Variations from the plan are bound to happen, success depends on how well the company handles these issues

‡ To fall in the category of 32% successful CRM implementation companies need to form a successful framework to give a premise to complete implementation

CRM involves much more than implementation it is a very complicated process involving multiple elements and back office integration. Consider the responsiveness of your vendors towards your needs. .‡ The Warning Of Implementation : This is a very important part because if the solution selected is not suitably dealt with then implementation becomes very difficult. Try to get the system for the trial period without long term commitments.

‡ The statement of work and the change management process must be clear. program managers. . ‡ There has to be a formal steering committee of stakeholders. project managers. to review the project as it moves through the stages of implementation. ‡ First step is to choose a implementation partner. budget set.Implementing CRM a Step by Step Approach ‡ Stakeholders convinced. ‡ Implementation is not just installing the software but understanding the software. software chosen means the stage is set for Implementation. ‡ Thumb rule says that implementation will cost you double or triple the cost of the software.

Preparing for multi channel approach: Use of multi channel in terms of interaction with customers should be not only from sales and marketing also service personnel's. internet etc. Managing the change: IT Systems Business Process CRM Process ‡ ‡ Employees Competitors Strategy Customers Suppliers .Preparing for CRM Implementation ‡ Building the Organizational Culture: The organizational culture must be fine tuned to ensure customer oriented approach and readiness to fulfill CRM objective. call centers. Greater good rather than individual gain.

‡ ‡ ‡ ‡ ‡ ‡ ‡ ‡ Set realistic goals Commitment from top management Select the team Analyze working process Input from sales force Plan deployment Emphasize communication Involve representatives .

Dimensions of CRM Implementation ‡ Focusing on key customers ‡ Organizing around CRM ‡ Managing knowledge ‡ Incorporating CRM knowledge .

Technological Issues In CRM Implementation ‡ Functional and process disparity ‡ Channel disparity ‡ Operational and channel disparity .

Creates initial timelines. Chemistry of team members is tested here. signs off what sys can and can¶t do and expectations from each person. Can be formal or informal and end with everyone's consent . and corporate weaknesses. Software selection happens and should be done on sharp criteria's ‡ The Commencement Meeting :Theory getting real. Takes about two to three days to be completed and major responsibilities are assigned here. Answers the questions of CRM functionalities.CRM Implementation Steps ‡ Pre Implementation : Time frame varies from several weeks to several months. involvement of implementation partner and customers sit together to figure out the needs of implementation.

After the requirements input and output is identified. enterprise¶s sales methodology and the business rules.‡ Requirements or information gathering : Length of information gathering depends on the scope of the project. In this phase we incorporate all that a customer wants to carry on forward here the flexibility of the CRM tools come in. . It helps in narrowing the field of dream The interaction of the proposed functionality have a lot to do with the ultimate restrictions on what gets implemented. Data has to divided into onetime and recurring data inputs Most important non-disclosure agreements have to be signed. It requires analysis of legacy sys.

Prototyping and Detailed Proposal Generation ‡ Develop some of the key functionality for the customers to examine before the roll out ‡ Demonstration of the workflow is done ‡ Involve the users in all the iterations of the workflow ‡ It is visualization of the needs ‡ This prototype is demonstrated to various departments ‡ After all acceptance is done formal project proposal that states deliverables. . and final cost is written for the client. timeliness.

Train and Retrain ‡ Basic training ‡ Customization Training ‡ Documentation ‡ Additional training ‡ Train the trainer ‡ Integrator Course ‡ Roll out and system handout ‡ Support system optimization and follow up .

Steps In CRM Implementation ‡ Planning the approach ‡ Managing the change ‡ Roles for implementation ‡ Regular progress report ‡ Sticking to time schedule ‡ Checking the inputs ‡ Checking the outputs ‡ Performance metric .

Expected Benefits Of CRM Implementation ‡ Customer return rate/ retention of customer ‡ Spending per customer ‡ Winning new customer ‡ Financial results ‡ Change of attitude towards customers ‡ Degree of satisfaction .

Causes Of Failures ‡ Missing Internal Communication ‡ Lack of Interest by Senior Management ‡ Lack of involvement in Project Management ‡ Missing external Communication ‡ No Interest shown by employees .

and reward for 100% CRM solution ‡ Monitor progress and measure result .CRM Implementation Best Practices ‡ Establish Measurable business objective ‡ Align the organization to the CRM strategies ‡ Map best practices to CRM functionalities ‡ Phased implementation program ‡ Need trained staff and experienced consultants ‡ Train. reinforce.