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CRM Implementation Road Map

The document outlines the typical roadmap for a CRM implementation project including business planning, architecture/design, technology selection, development, delivery, and measurement. It discusses important pre-implementation considerations like defining a CRM strategy and success metrics. The roadmap also flags common pitfalls that can derail a CRM project such as failing to define a strategy, manage expectations, or integrate data.

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lionviji
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282 views

CRM Implementation Road Map

The document outlines the typical roadmap for a CRM implementation project including business planning, architecture/design, technology selection, development, delivery, and measurement. It discusses important pre-implementation considerations like defining a CRM strategy and success metrics. The roadmap also flags common pitfalls that can derail a CRM project such as failing to define a strategy, manage expectations, or integrate data.

Uploaded by

lionviji
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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CRM IMPLEMENTATION ROADMAP

CRM
Business Planning

Architecture / Design

Technology Selection

Development

Delivery

Measurement
Business Planning
CRM Strategy
CRM business plan
Process planning and identification
ROI
Architecture/ Design
Project prioritization
Staff planning
Pre-implementation checklist
Have you prepared a CRM business plan?
Do you know who your executive sponsor is and what he or she
expects?
Have high level business requirements been identified?
Have success metrics been established?
Has the project been funded?
Is there agreement on desired customer behaviours?
Is there a common definition of customers?
Can you map desired functionality to data requirements?
Any external data required?
Current environment can support CRM product?
Applications with which CRM has to integrate?
Organizational or political barriers resolved?
Defined your privacy policy?
Technology Selection
Vendor evaluation
Technology alignment
Product installation
Development
Customization/ development
Process integration
Prototyping
Database design
Delivery
Deployment
Documentation
User training
Internal PR
Measurement
Evaluation metrics
CRM Implementation Checklist- for
failure
Failure to define CRM strategy
Failing to manage staff expectations
Failure to define success
Hasty ASP decisions
Failure to improve business
Lack of data integration
Failure to continue socializing CRM to the
enterprise at large
CRM Roadblock
Obstacles that occur during business planning
or requirements gathering which do not allow
the CRM to set the right thing at the right time
Four Ps of CRM Roadblocks
Process
Perception
Privacy
Politics

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