There're lot of similarities between the implementation of CRM and the implementation of CRM. The critical successful
factors of CRM implementation is very similar to the one of ERp implementation.
Strategic Planning
Strategic planning involves setting project goals, identifying high level business requirements, establishing project
teams and high level project estimates, as well as setting the priority of modules to be implemented incrementally.
CRM implementation places a higher focus on customer, howvever.
Architectural Design
While high level architectural decision is made as part of the CRM vendor selection, it remains a critical successful factor
when integrating CRM with other enterprise software applications. A scalable and flexible architecture framework can
alleviate the traditional problems in CRM implementation.
Phased Approach
It is important to break your CRM project down into manageable pieces by setting up pilot programs and short-term milestones.
Big bang approach is rarely used in implementing large CRM systems nowadays.
Organizations may either approach the easiest application first as the pilot project, or implement a mission-critical
application first. The organizations with extensive experience of implementing enterprise solutions tend to go the second approach,
which others may prefer the pilot implementation approach.
Data Requirements of CRM Projects
Like its counterpart ERP systems, much of the implementation of off-shelf CRM systems involves the customization of functionality
and the integration of CRM systems to enterprise IT infrastructure. Successful
CRM systems need to capture sufficient information from end-users and to exchange necessary information with other applications.
Data requirements reflect details of business requirements.
CRM systems should normally capture the information of customer demographic data through Web registration or customer survey,
order and fulfillment data, service and support records as well as account information.
Data Gathering
Data gathering for CRM implementation starts with the data critical to the business decision making in managing customers. More
data requirements can be logically derived from. Lack of sufficient data will lead to the failure in one way, while gathering and
storing excessive data will result cost overrun and delay of system delivery.
Organization Commitment
The implementation of a CRM project involves everyone in the customer relationship management.The commitment comes from the understanding
the benefits of CMR. For example, if the sales force isn't completely sold on the system's benefits, they may not input the kind of
demographic data that is essential to the program's success.
Related Topics
CRM Technology Overview and Comparison - Online CRM, Hosted CRM and Wireless CRM
Web Based CRM, Online CRM - Benefits and Vendors
Benefits of Hosted CRM
Mobile CRM and Wireless CRM - Infrastructures, Benefits and Vendors
Cost of CRM - What does CRM really cost?
Call Center and Call Center Software
Call Center Management Software - Features, Pricing and Vendors
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