The document outlines five critical success factors for CRM implementation, emphasizing the importance of executive sponsorship in aligning CRM with business goals and managing change. It highlights the necessity of a phased implementation approach, quality data management, and selecting the right partner and technology to enhance CRM effectiveness. Ultimately, these factors contribute to improved user adoption and optimal resource utilization.

1. The Five Critical Success Factors of CRM

2. Executive Sponsorship1.

3. CRM should be implemented in support of the
business goals, aims and strategy.
The EXECUTIVE TEAM should be actively
involved in driving CRM as a strategic tool to help
achieve these objectives.
Why is Executive Sponsorship a Critical
Success Factor?

4. Vision
Set out the goals and vision of the
CRM inline with the overall company
plans and strategy.
1
2
Assist with Change
CRM is often a catalyst for change
and executives have a role in
understanding and mitigating those
changes and reducing the potential
fear of change.
Critical Decisions
Executives have a responsibility to
be ready and prepared to make
critical decision when needed.
3
4
Communication
Communicate the goals and vision of
the CRM to the organisation. Ensure
everyone understands why this is
being undertaken.
Executive Sponsorship1.

5. Implementation Approach2.

6. To avoid the big bang approach and
manage an evolution style phase
Implementation.
Why is a good Implementation Approach
required?

7. 1
2
3
4Manage Expectations
Agree scope for each phase and
ensure everybody’s expectations are
inline with the planned deliverable.
Scalable
The overall methodology should be
flexible enough to cope with small
phases and larger more complex
phases.
Clear documentation and
terminology
Ensure appropriate levels of
documentation are maintained and
that terminology used allows it to be
clearly understood by all parties.
Resources
Allows for optimal (cost
effective) use of all available
resources both customer and
partner.
Implementation Approach2.

8. The Data Factor3.

9. Why is data so important?
Data is the LIFE BLOOD of a CRM
System.
The QUALITY of the data directly
relates to the HEALTH of the overall
health of the system.

10. 1
2
3
The Data Factor3. User adoption
Poor quality data is one of the key
factors most commonly the cause of
low user adoption.
The costs
The cost of correcting, updating,
importing, integrating data can be
considerable. These are often
underestimated. However, the cost
of not considering this area
seriously will be even greater.
Confidence
Inaccurate, duplicate, out of date data
leads to low confidence in the output
from CRM particularly around
forecasts, reporting, mail merging etc.

11. The Right Partner4.

12. To avoid the pitfalls and BENEFIT from
others experience to achieve a better
SOLUTION.
Why look for the right help?

13. 1
2
3
4
Your CRM guide
Help you to navigate through the CRM
journey avoiding common pitfuls.
Bring value to the project
An external party should add value
to your project because of their
previous CRM experiences.
Business Process
Help you to identify improvements
and best practices for your
businesses.
Industry Experience
An external party may be able
to bring further industry related
experience.
The Right Partner4.

14. The Right Technology5.

15. The best technology in the world does
NOT guarantee the BEST CRM project.
Why look for the right technology?

16. Build or buy
This is a key decision. Building can be
appealing but can be considerably
more expensive in the longer term.
1
2Off the Shelf
Consider any off the shelf solution
for its flexibility, so that it can be
customised to meet your business
needs.
Partner/User community
A strong technology will invariably
benefit from a strong community of
both partners and customers. Be
sure to make use of these
communities to assist you in your
choice of technology.
4
3Accessibility
Consider your needs around access
and where the system is located.
Does it offer the options for multiple
device access as well as hosted or
on premise installation.
The Right Technology5.

17. Thank you!
To view videos and learn more visit:
www.qgate.co.uk/qgate-we-make-crm-work
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