Implementing CRM to the company
The following are general guidelines on implementing a CRM system.- Make a strategic decision on what problems you want your CRM system to address, what improvements or changes it should bring in the business processes of the organization.
- Choose an appropriate project manager. Typically IT will be engaged, however a manager with a customer service/sales and marketing business focus should be involved, as the impact of the project will be mainly on the business side.
- Ensure executive sponsorship and top management support.
- Empower team members with the required authority to complete the tasks.
- Select the correct implementation partner. They must have both vertical and horizontal business knowledge, as well as technical expertise.
- Define KPI's that will measure the project's success
- Use a phased approach. Work towards long-term enterprise-scale implementation through a series of smaller, phased implementations
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