Successful CRM Implementations
Seelogic follow a straight forward but robust implementation methodology to ensure that the implementation of your CRM system is successful. All our projects are under-pinned by Prince 2 and Six Sigma project management methodologies.
The key steps to all projects are:
- Detailed scoping and documentation of project requirements resulting in the Requirements Blueprint document. This step builds on the information captured in the Needs Analysis process and is intended to define in detail each requirement such as system developments, data imports and interfaces, reports and training requirements.
It also defines the scope of the project, its boundaries and the project team & their roles and responsibilities.
- The Requirements Blueprint is then authorised by the client and work on the project can begin.
- The CRM system is configured in line with the development requirements detailed in the Requirements Blueprint including data migration and system interfaces.
- Installation of the CRM system is carried out with the creation of both test and production environments
- User Acceptance Testing takes place, after which the client signs off the system
- The training phase follows which ensures both users and administrators are confident using the system
- The system is ‘handed over’ to the client for ‘go-live’
- On-going technical support follows the completion of the project as the client begins to use the system
Points for the Client to consider:
When starting a CRM project these are important factors to consider for a successful CRM implementation.
- Obtain top-level support for the CRM implementation.
- Create a small project team to define CRM business requirements.
- Include a project leader and at least one representative from sales, marketing and customer service.
- Prioritise your requirements in a CRM system, you probably won’t need everything on your list from day one.
- Evaluate a number of products.
- Choose a business partner who understands the product that’s best for you.
- Customer Data – consider what data is dispersed in the company today and understand how and when this is transferred to a new CRM system.
- Establish how your business partner will communicate with your project manager throughout the life of the project.
- Clearly establish the costs involved in implementing your CRM system – expectation-setting in this area is critical to success.
- Train your staff so they are CRM-confident and see the benefits of your new system. That way, they’ll use it.
- Don’t expect a CRM system to revolutionise your business overnight. Work with it, learn it, develop it and before long you will reap the benefits of Customer Relationship Management.
Contact Seelogic to discuss in more detail how we can successfully implement your CRM system.