A1CRM Discusses some of the Pitfalls and Must Dos for a Successful CRM Implementation

Whether you’re about to embark on a Customer Relationship Management (CRM) implementation journey in Brisbane or Melbourne, or you’re migrating to another CRM supplier, here are some of the pitfalls to avoid and must do actions to take that will guarantee a successful implementation:

Pitfalls

Did you know that up to 70% of all CRM implementations fail. Here are some of the main reasons why:

• Not having everyone onboard: A major system implementation requires buy-in from all affected people. If the boss isn’t sponsoring a new system and stakeholders aren’t involved from the outset, then the whole project won’t get the traction needed to even get started on the right track.
• Failing to define goals and objectives: Problems can arise when goals and objectives are not well-defined. A CRM is no longer just a sales tool, and narrow definitions can close minds to what is possible.
• Implementing CRM poorly: CRM implementations should become part of the fabric of how the business operates, not an inconvenient add-on. It must replace clunky, time-consuming and error-prone systems to be seen as valuable by users.
• Overextending your project with CRM implementation: Trying to do too much from the beginning can make the whole project overly complicated. Organisations that try to do everything in one go are making life hard for themselves, thus Increasing their probability for failure.
• Having too restrictive demands: Another mistake is trying to specify everything you want right at the beginning. This restricts options and possibilities, meaning deviations are often ignored and the result is not what users wanted.

Must Do’s

While many CRM implementations fail, there are some things you can do to make sure yours doesn’t:

• Appoint an experienced Australian CRM consultancy – like A1CRM.
• Identify the main stakeholders and have them involved from beginning to end.
• Appoint a ‘champion’ that has the boss’s support.
• From the outset, determine what the overall objectives are.
• Do whiteboarding (process mapping) sessions and figure out what should be done, as opposed to what is currently being done.
• Ensure rapid development techniques are used by your supplier and provide early feedback so any clunky systems are removed right from the start.
• Make sure User-Acceptance Testing (UAT) is carried out before going live. This information goes back to the supplier for any last-minutes tweaking.
• Do go-live training.
• Ensure your supplier is available for go-live support, plus on-going support and system tweaking in the future.

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This blog was written by A1CRM, an Australian CRM consultancy, specialising in business process mapping and implementation, primarily using a variety of Zoho applications. Our offices are in Brisbane and Melbourne, Australia, and Auckland, New Zealand.