A preview of my article from April 2010 issue of magazine Mreža (Network)

1. 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)
2. 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).
3. 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).
4. Describe the desired business outcome to the technology providers, rather than the solution it self (describing a solution is their job anyway).
5. 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)
6. Optimize the user experience of your CRM application (a bad user interface is a grain of sand that can ruin whole systems).
7. 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).

©Alen Gojceta