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CRM IMPLEMENTATION

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10 Steps to aSuccessful 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 functionalityconservatively

7. Implement gradually.

8. Market CRM to employees and deliver ongoingtraining.

9. Actively manage the implementation.

10. Develop a culture of continuous improvement.

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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

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2. Mission Paper

Business case

Clear& concise vision How & when(Pilot, Training etc.)

Ownership of project, data & system.

Stated business case with ROI

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3.Team Sponsors

Sales Management

Marketing management

Senior Management

IT End users

Outside Consultants

Customers

Others(Admin., Customer service, Tech support)

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4. Sell it to the users

Send out productivity survey(is project

helping, is it improving performance)

Calculate results

Present results to users

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5.Create the vision

Paint a picture for them

Define how it will be measured(metrics)

Company wide, end users, management,

administrator

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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

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7. Determine core competencies

to roll out

Start small then grow Prioritize requirements

Work in phases(1,2,etc.)

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8. Create implementation plan

Discovery stage(how, what, whom, etc.)-requirements youve identified in your planning process.

Configuration-database structure is tailored to yourneeds(form designing, report customization, etc.)

Installation-you prepare your network for the newsystem 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?

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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

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Challenges in Implementing CRM Lack of cross functional integration

Traditional organization structure

Lack of local solutions

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Options for Implementing

CRM

In-house development

Buy licensed CRM software

Outsource a managed service

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In-house

Development

Advantages: Can have a tailor-made solution adapted to

companys 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

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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 companys needs

Integration of new software with existing applications usually tough, expensive and time

consuming(1-3 years)

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Outsource A Managed Service Advantages:

Upfront costs lower- dont 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

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Implementing CRM: The

Decision ProcessPurchase and install a

complete CRM solution

from a vendor

NO

YES

Entirely outsource the

CRM application

process

Implement an

enterprise-wide CRM

program

Stage-wise

implementation

Decision

To

Implement

CRM

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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 departments 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