CRM Articles

10 Steps to Success With On-Demand CRM

Implementing On-Demand CRM is fundamentally different from other business system implementation because virtually all of the IT pain is eliminated by the on-demand nature of the application.

However, this is still an application that will change the way that your people do their day to day work and so the hard part of business change initiatives still need to be tackled well to get the huge potential return on your investment.

Here are our ten steps to making sure that your On-Demand CRM implementation is successful:

1. Understand your CRM strategy and objectives

A CRM strategy typically changes the way the organisation captures and uses information that arises from each interaction with the customer to drive up revenues and contain costs. The problems that are currently preventing you achieving your growth and productivity objectives will determine the shape and scope of the initiative to execute the CRM strategy. Once you are clear about the problems, you can identify the drivers and get people to buy into delivering the performance improvements that the new environment will need to deliver.

2. Launch a formal initiative

So the business has decided to implement On-Demand CRM and the boss wants to see some "quick wins", so the best thing to do is get stuck in. WRONG! Many initiatives never deliver because they are not properly set up.

Any system implementation needs to be set up as an internal project, with objectives and goals that clearly align to strategy. It needs a plan and a project managed team of people. But most of all, the initiative needs the buy in of the management team.

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