CRM Implementation Overload!
Posted by Sid Lejfer on Wed, Jan 27, 2010
A good and properly implemented CRM system can address many areas in your business including sales, marketing, and customer service. In addition, the customization capabilities of the CRM products on the market today allow for broad use in almost every area within an organization.
The most common mistake that we have found over the years is that organizations try to do too much too soon. The systems can become over engineered, overly complex, and too much for an organization to digest all at once. End-users and management become frustrated, don't use the system, and the initiative can be a failure.
A good planning process should address all of the company requirements but a well laid out phased approach is the way a system should be implemented. The organizations most difficult pain points would be addressed first, provided quick wins, and positive results. A successful first phase is a foundation to be built upon, addressing the next set of requirements.
In addition, training on a simple first phase is much easier for the end-users to understand. It gives them the opportunity to use the system, learn how it works, and better understand how it can help them do their jobs. It also results in better questions and request from the end-users.
And finally, you implementation costs are spread over a longer period of time. No matter what, you are going to have to make the same investment in a thorough business process review and development of a Statement of Work. It provides you with a blueprint for all of your phases.