Can CRM solutions be implemented in the same way you “implement” ,for example, Microsoft Office? Is it just a matter of selecting the application you prefer and press “install”? Or is it important to start with the following questions:
· What is the goal of implementing a CRM solution in your organization? · In six and twelve months from now, what are the expected benefits? · How are the users going to use the solution?
There are a lot of questions, which ones do you need to discuss to ensure success?
Take this picture ,for example. A lot of customers have experienced at least one of these drawings. What you want to achieve is to understand the last drawing without going through the pain of all the others…
There are many potential pitfalls when implementing a CRM and one of the most significant is the lack of an implementation method from the selected vendor. The truth of the matter is that if the vendor hasn’t taken the time to:
· Define and document all tasks needed to implement successfully · Trained their partners and consultants · Picked the right combination of services for you
It will be you, as a customer, that pays the price!
Why do CRM projects fail?
A common reason why IT projects fail is that they do not deliver the functionality they should. The project starts out with the requirements, and then there is a big delivery without any clear milestones along the way. By doing this, you, as a customer, have no chance in controlling the delivery as the project goes along. The risk of failure will increase.
On the other hand, one of the most important things an IT project does is to provide partial deliveries often. This will reduce the complexity and risk of anything failing.
Get it right the first time
In SuperOffice, we have made our own implementation method called SIM (SuperOffice Implementation Method). SIM revitalized 7 years ago. The brightest heads from the different SuperOffice subsidiaries sat down and came up with the best ways to implement SuperOffice. We picked out the best ways of executing the different workshops, implementation activities and project management based on best practice. SIM evolves together with our product making sure it’s a living method without the old dust. The fact that SIM is 100% connected to our product and not a general implementation method makes it very valuable.
SIM consists of 4 different phases which will take you from the requirements specification to the final solution in the most efficient way possible.
Identify; The seller’s phase where you find out what the needs are. You can also perform a Pre Solution Evaluation to get clear image on what the needs are.
Initiate; The Project leader’s phase where everything is planned in detail.
Design; This is where the solution is being built based on the customer's processes and needs. This phase always results in a prototype presentation before proceeding with the project.
Implement; This is where you implement the solution based on the design phase.
With SIM, we aim to deliver what the customer really needs! We have delivered hundreds of implementations based on SIM, resulting in thousands of happy users.