Posts Tagged ‘Business Process’

Successful CRM Implementation #4: The Checklist

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Reading about CRM implementation is one thing, and actually doing it is another one altogether. To maybe help the transition from theory to practice, here is a checklist of all the things that you need to consider and do as described in the first three installations.

We have included the full paragraph of each checklist item for context, and then listed the steps you should be taking. Here it is.

  1. To preclude either of these outcomes, the existing state of the business has to be reviewed in detail to see how the new technology will fit. Bad procedures have to be cast aside and effort given to developing new ones that will work with your technology of choice.
    1. Review the existing state of the business.
    2. Identify and eliminate bad procedures.
    3. List the necessary new and replacement procedures.

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Successful CRM Implementation #3: Make It Work

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In this installment, we’ll take a look at the remaining steps to a successful CRM implementation, starting with your processes.

Hone up the Processes

Process is intrinsic to CRM systems—they live and breathe through process. But these are not processes based on moving paper around from desk to desk, these are electronic processes that move around instantaneously on a computer network. Existing processes will inevitably need to be tweaked or changed before the CRM project gets underway, and new ones will need to be developed to take advantage of the technology. The better and more freely-flowing the old process, the easier it is to duplicate it on the computer.

Bring the groups together that are responsible for processing all of the customer’s transactions and look how information flows between them. Is it efficient, and does it work? How will it work when the computer is pushing digits instead of people pushing paper? When you try to move a paper system to an electronic one, current problems will surface very quickly. Moving to CRM provides an excellent excuse to get on a new page and to fix the disruptions, road blocks, and delays caused by established bad or poorly-defined practices.

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Successful CRM Implementation #1: Getting it right first time

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Over the years my team has been involved in a large number of CRM implementations to all types and sizes of company. I think we’ve done a good job overall. One reason for this is our CRM technology was developed for running our own sales distribution company – we learned on the job.But still, today, over twenty years since the idea of CRM was first developed lots of CRM projects are failing or not getting the traction they deserve.

The next four posts are from material we wrote a few years ago, tuned up for changes that have occurred since then (although there haven’t been many.)

If you are just getting into CRM or having a rethink on how your current system is working these posts will be of interest.

Keith Thompson
Sept 13, 2016

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