implementing crm successfully

Implementing CRMSuccessfullyBY:- ISRAR K. RAJA

Implementing CRM:-Steps to Success

Business-Oriented Solutions Project Management Change Management Implementation Strategy and Planning


Business-Oriented Solutions Set Precise Goals Involve All Departments Affected Use the Best Employees in the Enterprise

Set Precise Goals

Set the stage Important process Goals for success Human Resource involved to add value Business oriented Solutions Support customers, channels and product

strategies

Involve All Departments Affected

HODs of all departments affected by the implementation should involved

Understanding and agreements should be reached Involvement for the successful implementation Sell the change Advocate of the initiative

Use the Best Employees in the Enterprise

Best understand the business process Business Experts Process Owners Sell the change to others


Project Management Influence the Organization Coordinate with other Enterprise initiatives Follow the Project’s Progress Carefully Respect Interface, Conversions and data Transfer Involve Many individuals

Influence the Organization

Change management is a central element in PM. Team Based selling Implementation meet resistance from employees

Coordinate with other Enterprise initiatives

Coordinating with other enterprise activities and projects

Coordination of different projects, ERP, E-Business or CRM

Include all the people who involve in the project Involvement of IT, CRM-IT suppliers and external

consultants

Follow the Project’s Progress Carefully

A lack of diligence A sub-optimization Too Late knowing Behind schedule Missing important dead lines Not sufficient attention Goals fade Not sufficient solutions Unexpected happens Lack of precise planning Continually follow up Adjustments Plan the work and work the plan.

Respect Interface, Conversions and data Transfer

Sufficient Planning for Interface, Conversions and data Transfer.

Quality assurance Performance of interfaces System test important Transfer of data fast and easy

Involve Many individuals

Involve greater part of organization Adjust changes About 1/3 of employees should be involved Employees should involve in the development and

testing phase They learn and hear Better commitment


Change Management Find a Sponsor Speed Progress through a Sense of Urgency Make it Attractive to Participate in the Project Communicate Continually with Interested parties Keep A steady Head-Stay Cool Don’t Skimp on Training and Education

Find Sponsor

Top Management as sponsor Enough influence Coordinators Change initiators Decision makers Communication to employees Project ambassadors Selling to employees Positive vision Positive perception of project

Speed Progress through a Sense of Urgency

Creating a sense of urgency Decisiveness Vision and guidelines Direct involvement of management Significance of the project

Make it Attractive to Participate in the Project

Make it attractive to participants Employees should know about their future

positions Make sure no risk for them Rather have more value Provide opportunity for the bests...

Communicate Continually with Interested parties

The most important ingredient Appoint well respected employees as communicators Avoid jungle drums Project understanding keep up to date Stream of communication... Repeat Manager should be good communicators Feed back Al info regarding project available to all employees

Keep A steady Head-Stay Cool

Don't oversell Loss of interest Sense of defeat

Don’t Skimp on Training and Education

Training General IT skills Understanding of CRM Explain overall strategy Impact on the future of organization Reduce the uncertainty Trainer should actively involve the project On job training Involve employees in testing


The Implementation Strategy and Planning Consider using Rapid Application design(RAD) The Profitability of Implementation Avoid Over-Specialized Solutions Be Critical in Choice of Method Prepare Implementation Waves Focus on Quick Wins

Consider using Rapid Application design(RAD) The project’s ongoing design work must be

evaluated on the basis of how the finished solution will be live up to the CRM strategy.

Focus on functional requirements Seek a reasonable technical solution

The Profitability of Implementation

Choosing to implement a solution in every corner of the organization is not necessarily optimal.

A careful selected pilot implementation will give confidence and helps make the final decision on financing.

Avoid Over-Specialized Solutions

Risk of customizing the CRM software beyond its ability

Very few systems are flexible enough to allow high degree of freedom

Highly customized become very costly and obsolete.

High maintenance and support cost Prohibitive and changes/updates cumbersome Difficulties when being upgraded to newer

software versions.

Prepare Implementation Waves

Divide the implementation into different waves or progressions.

Every part of the organization should know when is their turn

Time should be set aside for installing the hardware

Employees should have the necessary CRM and IT skills.

Focus on Quick Wins

Need to show some quick win to convince the employees

Try to achieve several large quick wins at the start of a project to create the momentum.

Improved earning to finance the rest of the project Also give confidence that project is on right track

Questions to be considered

People from Top Management? Connection between the enterprise’s strategy and CRM? Feeling of clear benefits from CRM implementation? Attractive to participants? Coordinated with other projects? Training Programs developed Regular Communication? Involve competent employees? Minimize company specific customization? Methodology is well proven and understandable by participants? Money for internal communication?

implementing crm successfully

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