What is the key to a successful CRM implementation?

Break your CRM project down into manageable pieces by setting up pilot programs
and short-term milestones. Starting with a pilot project that incorporates all the
necessary departments and groups that gets projects rolling quickly but is small
enough and flexible enough to allow tinkering along the way.

Make sure your CRM plans include a scalable architecture framework.

Don't underestimate how much data you might collect (there will be LOTS) and make
sure that if you need to expand systems you'll be able to.

Be thoughtful about what data is collected and stored. The impulse will be to grab and
then store EVERY piece of data you can, but there is often no reason to store data.
Storing useless data wastes time and money.

Recognize the individuality of customers and respond appropriately. A CRM system
should, for example, have built-in pricing flexibility.

Which division should run the CRM project?
The biggest returns come from aligning business, CRM and IT strategies across all departments and not just leaving it for one group to run.

What causes CRM projects to fail?
Many things. From the beginning, lack of a communication between everyone in the customer relationship chain can lead to an incomplete picture of the customer. Poor communication can lead to technology being implemented without proper support or buy-in from users. For example, if the sales force isn't completely sold on the system's benefits, they may not input the kind of demographic data that is essential to the program's success. One Fortune 500 company is on its fourth try at a CRM implementation, primarily because its sale force resisted all the previous efforts to share customer data.

What industries are leading the way in CRM implementations?
As in most leading-edge technology implementations, the financial services and telecommunications industries set the pace in CRM. Other industries are stepping up their CRM implementations include consumer goods makers and retailers and high tech firms.

Find out more about how to ensure you have a successful CRM Implementation