There are common potential points of failure within all CRM implementations. The key is to understand these issues and to put plans in place to mitigate risks at the outset, and to be able to recognise the warning signs before it’s too late. In this article, we look at 3 key success factors when preparing for a successful CRM implementation. You can read the full article
CRM implementation success factor #1: Clear goals
A successful CRM implementation will have clear goals aligned to your organisation’s strategic objectives. At the outset, you must ask yourself: What are we trying to achieve? To improve sales? Increase retention? Improve productivity and profitability? Are we seeking to increase the lifetime value of each customer? Or are we trying to improve management reporting to aid faster and more effective decision-making?
Of course, most CRM projects will seek to address a number of issues, but it’s important to prioritise. What aspects would make the biggest difference to your business goals? Once this is clear, we can clearly map the outcomes that need to be achieved.
CRM implementation success factor #2: Buy-in from colleagues
Another critical factor which will affect the success of your CRM project is buy-in from key stakeholders. Most CRM projects need a senior, Board-level sponsor and, in the case of CRM, the support of those who will eventually use the solution in their everyday work.
The other key stakeholders are the people who are going to use the CRM solution on a day-to-day basis, typically the Sales and Customer Service teams. Lack of user adoption is one of the most common causes of CRM failure.
CRM implementation success factor #3: Business first, technology second
Technology such as Microsoft Dynamics 365 CE is multi-faceted and highly functional, we think the best CRM tool for organisations of all size. When you start to explore its full capability, it’s easy to see how the scope of your project can begin to creep, adding to the potential to increase cost and the time it takes to deliver.
We cannot stress how important it is keep focused on what your organisation needs to achieve from its CRM solution rather than on what the technology can do. Of course, if you see potential in the technological capability to address the issues your organisation is facing, you can enhance your CRM solution as your needs become more sophisticated and as your CRM solution becomes more ingrained in standard business processes.
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