10 Steps to Success With On-Demand CRM

Once the initiative has been properly set up (and not before) then you are ready to "crack on".

3. Design the CRM processes

The mantra throughout a successful implementation is "Keep It Simple!" As with so many other things true success feels simple and so it is with processes.

Having first decided the scope of the implementation, you should map out how the processes work (or don't work!) today, then map out how they should work in the future. This mapping effort is all about designing the way the business will work once the new application is working and includes the specification for the set up stage.

4. Assess the impact on the organisation

Now you have figured out how the work should be done, ask how the organisations structure or culture or behaviours might need to change. Responsibilities and accountabilities for handling information and making decisions will probably be different. As these become clear, start to plan how and when you will change the organisation.

5. Agree the On-Demand CRM configuration

Armed with the design information we are ready to configure the application and then confirm that it meets the business needs. This is an essential step to take before releasing the application to the user community. This stage is often iterative as the agreed design may not quite fit the way the business had envisaged it once they see the application working. Typically there are likely to be two or three iterations before the bugs are eliminated so that the users can sign it off.

6. Set up your On-Demand CRM environment

Before you can train people on the application, you need to make sure that the whole environment is correctly set up. At this stage you have already configured the application, now you need to get it ready for your users. Once your environment is fully set up and tested you are ready to train the users.

7. Train your people

Every user needs to have some sort of face to face training before you go live with the new application. Otherwise they simply won't have the confidence to use it for real and adoption will suffer.

8. Drive adoption towards 100%

Once the end users are trained you can do the final transfer of existing data into the application and then you are ready to "go live". The transfer to the new system needs to happen as soon as possible after the user training finishes, preferably within a few days.

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