CRM Critical Success Factors - Implementation Approach

How We Make CRM Work.
CRM - The Critical Success Factors (CSFs) Series
Implementation Approach
Hi, my name is Rowland Dexter, Managing Director for QGate. In this video we're going to talk about the importance of having an approach, a methodology to your CRM implementation. This is not simply around project management or development or training. This is really having an approach that takes you from your initial ideas, helps you prioritize those, all the way through to phasing the project, through to training and delivery and ongoing support. And then coming back through that cycle to do the next phase -- avoiding, wherever possible, the big bang approach which most companies do these days anyway. But if that's the case you need to an approach that is scalable so you can do smaller pieces of work and then larger pieces but using the same approach, same methodology.
You need to have a good idea of the goal, the ultimate view of the system and when you start discussing that, this could be like opening pandora's box. You then need to manage the expectation. So as you roll out these smaller phases, you need to see if they are meeting the expectation of the organization and the people you're delivering the system to.
So the implementation approach needs to take the very simple start point ideas, formulate and prioritize those, involve the user so that they feel that they're part of the project and then roll those various phases out. They might be smaller or larger phases, so scalability of an approach is important.
User adoption is often quoted as a critical success factor in itself. We actually see user adoption as a measure of success. And by having the right approach within the methodology you can include the users in the project and therefore build up their adoption even before you've rolled the system out.
If you go about this correctly then you really will have a far greater level of user adoption as a result.
Hopefully that has given you some food for thought. As with all these videos if you have any comments, if you like to discuss further feel free to contact us.
And again we're wishing you success with your own CRM project.

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