CRM IMPLEMENTATION

Pre-Implementation Checklist
 Have you prepared a CRM business plan
 Do you know who your executive sponsor is and
what she expects?
 Have high-level business requirements been
defined?
 Have success metrics been established?
 Has the project been funded?
 Is there agreement on desired customer behaviors?
Are the business functions slated to support these
desired behaviors apparent?
PREPARING FOR CRM
IMPLEMENTATION

 Building the organizational culture.

 Preparing for the multi-channel approach.
 Managing the change.
FACTORS OF CHANGE
 IT Systems
 Employees
 Suppliers
 Customers
 Competitors strategy
 Business processes
REASONS FOR THE FAILURES(Acc to
McKenzie (2001)
 Missing internal communication.
 No interest shown by senior management.
 Lack of involvement of project
management on company’s side.
 Missing external communication.
 No interest shown by employees.
STEPS IN CRM IMPLEMENTATION

 Planning the approach.

 Managing the change.
 Roles for implementation.
 Regular progress reports.
CONTD…………..

 Sticking to time schedules.

 Checking the inputs.
 Checking the outputs.
 Performance metrics.