Although many technology and process improvements have been introduced over the last 15 years, failure rates for CRM implementations are still high. Although most projects are not complete failures, it is very common for CRM deployments to have some sort of problems arise. One of the most frustrating aspects of this is when executives ask why the implementation went off the rails. The answers, in hindsight, seem obvious but that usually means that the pre-planning was not done properly.
When working with clients, we often must slow them down and explain why the CRM technology is not first step in a planning a well-executed implementation. We strongly encourage them to define and articulate their business strategy and processes first. Understanding the goals of the business and the project is important. A reputable
It is important to get feedback from all departments in the organization that will be impacted by the CRM system. This discussion can reveal some pains and frustrations, but it is better to get these resolved at the outset rather than deal with them after the implementation has gone awry. Once the strategy, requirements and processes are established, then the technology can be properly aligned with those goals. Getting input from across the organization also gives those people a sense of empowerment, and this will help with the inevitable culture that comes with new technology. They will be more likely to accept and use the new CRM system if they feel they have a voice in how it is deployed.
Organization leaders must also set realistic expectations for project success. Again, a CRM partner can help you articulate these metrics but it is important to establish these during the planning stages of the implementation. These can be milestones that can help to keep the project on track or measurable goals that are evaluated upon project completion or after a defined period of time, such as number of marketing leads, sales opportunities, pipelines generated or how long it takes to close a deal.
by BroadPoint Technologies