Making CRM Work. The 5 Critical Success Factors.
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The Five Critical Success Factors of CRM
description
From our two decades of knowledge and experience, we believe there are 5 areas that are crucial in making a CRM project a success. Over the last couple of decades, we have had the pleasure of working with customers, helping them to realise the value of their data. There to listen, understand their business needs and guide them through the challenge of turning their data into a profitable asset. At QGate, we make CRM work. This may seem a bold statement, but it’s true. Over the years, we have experienced the highs and the lows of CRM. We’ve witnessed project failures and the all too common pitfalls that are out there. In many situations, we’ve heard customers blame their previous supplier for the failure, but this is not always true. We're proud of the many successful CRM projects that QGate have been part of and the long standing relationships we have developed. All of these experiences have shaped who we are today and our belief that there are 5 crucial areas in making a CRM project a success. If you have a few minutes, take a look at our introductory video which outlines what we believe are the 5 critical success factors for a CRM project. Hopefully that has given you some food for thought. We wish you every success with your own CRM project. http://www.qgate.co.uk/qgate-we-make-crm-work/
Transcript of Making CRM Work. The 5 Critical Success Factors.
The Five Critical Success Factors of CRM
Executive Sponsorship1.
CRM should be implemented in support of the business goals, aims and strategy.
The EXECUTIVE TEAM should be actively involved in driving CRM as a strategic tool to help achieve these objectives.
Why is Executive Sponsorship a Critical Success Factor?
Vision
Set out the goals and vision of the CRM inline with the overall company plans and strategy.
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Assist with Change
CRM is often a catalyst for change and executives have a role in understanding and mitigating those changes and reducing the potential fear of change.
Critical Decisions
Executives have a responsibility to be ready and prepared to make critical decision when needed.
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Communication
Communicate the goals and vision of the CRM to the organisation. Ensure everyone understands why this is being undertaken.
Executive Sponsorship1.
Implementation Approach2.
To avoid the big bang approach and
manage an evolution style phase
Implementation.
Why is a good Implementation Approach required?
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4Manage Expectations
Agree scope for each phase and ensure everybody’s expectations are inline with the planned deliverable.
Scalable
The overall methodology should be flexible enough to cope with small phases and larger more complex phases.
Clear documentation and terminology
Ensure appropriate levels of documentation are maintained and that terminology used allows it to be clearly understood by all parties.
Resources
Allows for optimal (cost effective) use of all available resources both customer and partner.
Implementation Approach2.
The Data Factor3.
Why is data so important?
Data is the LIFE BLOOD of a CRM System.
The QUALITY of the data directly relates to the HEALTH of the overall health of the system.
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The Data Factor3. User adoption
Poor quality data is one of the key factors most commonly the cause of low user adoption.
The costs
The cost of correcting, updating, importing, integrating data can be considerable. These are often underestimated. However, the cost of not considering this area seriously will be even greater.
Confidence
Inaccurate, duplicate, out of date data leads to low confidence in the output from CRM particularly around forecasts, reporting, mail merging etc.
The Right Partner4.
To avoid the pitfalls and BENEFIT from others experience to achieve a better SOLUTION.
Why look for the right help?
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Your CRM guide
Help you to navigate through the CRM journey avoiding common pitfuls.
Bring value to the project
An external party should add value to your project because of their previous CRM experiences.
Business Process
Help you to identify improvements and best practices for your businesses.
Industry Experience
An external party may be able to bring further industry related experience.
The Right Partner4.
The Right Technology5.
The best technology in the world does NOT guarantee the BEST CRM project.
Why look for the right technology?
Build or buy
This is a key decision. Building can be appealing but can be considerably more expensive in the longer term.
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2Off the Shelf
Consider any off the shelf solution for its flexibility, so that it can be customised to meet your business needs.
Partner/User community
A strong technology will invariably benefit from a strong community of both partners and customers. Be sure to make use of these communities to assist you in your choice of technology.
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3Accessibility
Consider your needs around access and where the system is located. Does it offer the options for multiple device access as well as hosted or on premise installation.
The Right Technology5.
Thank you!
To view videos and learn more visit:www.qgate.co.uk/qgate-we-make-crm-work
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