The Implementation of a CRM sytem is just a start towards your Customer focussed organisation. There is more to it to make CRM a success.

2. Think in advance where you want to be with
your business in 2, 3 or 4 years and how CRM
can support you in this.

3. Think about which processes must be involved in the
launch of CRM. Base your reasoning on the process and
ensure that the system supports this. First analyze the
degree to which the default system is sufficient to support
the processes and only consider what tailored work is
(possibly) required afterwards.

4. Not all changes have to happen at once.

5. A new system offers opportunities to review the processes.
Use this opportunity to look at your own processes with a
little more distance in order to see where change is
necessary or desirable.

6. Get your implementation partner involved, engaged and
on the same pace. Make sure you take your time to do so.

7. Take account of the processes that must eventually be fed
with the results of the customer process at the front. What
information is eventually required for the invoicing or the
delivery of support? Ensure that this flow of information is
secured into the project from the start.

8. Take the time to think first and analyze later. Think about
what ‘good’ looks like. When is the project finished, when
are the goals achieved and how do we measure this?

9. The new CRM system shouldn’t become the IT
department’s next toy. It’s crucial to not only involve the
project team but to act as a team. Management should be
part of it.

10. Measure, maximize and share successes. Even if their
small. Sharing success drives User Adoption and in the
end making your project more successful.