10 Steps to Success With On-Demand CRM

The challenge now is to get everyone using the application properly. You need to put in place user support in the form of expert users, access to an on-line knowledge base and the training materials.

As well as providing support, it is important to have an incentive for people to use the new application.

9. Optimise the application and the new processes

The purpose of optimisation is to make sure that you get the maximum benefit from your On-Demand CRM implementation. The beauty of on-demand is that you can be up and running in a very short time but it is simply inconceivable that everything about the initial configuration will be perfect. The way you do business will also change from time to time. So optimisation should be seen as an ongoing process.

10. Manage people and process performance

As with Optimisation, Performance Management is an ongoing process and runs in parallel with steps 8 and 9. As part of the initial configuration, dashboards and reports should have been developed. These will need to be modified as part of the optimisation and priority should be given to ensuring that managers get the information at their fingertips that helps them manage the users and the process.

It is essential that performance information is reviewed and acted on regularly, otherwise performance will stagnate and start to deteriorate. Doing nothing when performance is flagging is simply not an answer!

So there we have it, 10 Steps to Success with On-Demand CRM. As with all methodologies, the devil is in the detail!

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