A preview of my article from April 2010 issue of magazine Mreža (Network)
- Do not “implement CRM“, rather solve specific business needs (sometimes you will want to have it so badly just because others would claim to have it too)
- Understand the culture and motivations of individuals and departments and incorporate it into the design of your CRM (even the cleaning woman may have something against your concept of CRM).
- Focus on small victories on the road to your great goal (otherwise only the goal would remain, an empty project budget, and travelers tired of the journey).
- Describe the desired business outcome to the technology providers, rather than the solution it self (describing a solution is their job anyway).
- Manage change at all levels during and after implementation (without a goal, a reason, and a role, even the most persistent ones shall give up soon)
- Optimize the user experience of your CRM application (a bad user interface is a grain of sand that can ruin whole systems).
- Establish a process of managing your data (data does not know how to leave a client, enter the CRM system, mark it self, link within context and turn it self into information).