The success of CRM projects, like any other project, depends on the clarity of the goal definition, and the quality of the project management.
Driven by budget constraints, companies often resort to the appointment of internal resources to take care of the business analysis and project management responsibilities. However, this short-term saving usually results in project failure. In these cases, the system is blamed for the failure, and the project is terminated, resulting in significantly incurred expenses and zero ROI.
In cases where specialist resources were employed from the onset, the initial project cost may be perceived as excessive. However, following the successful completion of the project within the planned time and budget framework, the company quickly realises this benefit in terms of targeted ROI. Furthermore, the involvement of a business analyst (BA) and project manager (PM) does not guarantee the success of the project, unless they are an integrated part of a dedicated project team.
People make CRM projects succeed or fail. Systems are merely tools that enable the business to service their customers better. Triniti Business Solutions believes companies should go back to basics and create a culture within their company where everyone lives and breathes customer service through intensive internal marketing. Once every employee from top to bottom shares this fundamental principle, the company is ready to successfully implement a CRM solution. Starting with the problem definition and measurable success criteria, the proposed solution is captured in a well-crafted business case and project plan. The latter requires a rigorous application of management processes in a number of small, well-defined sub-projects, with readily achievable goals.
The successful implementation of such a holistic CRM solution is measured by revenue and shareholder profitability. It is clear that a CRM culture of this nature is complimenting to the overall company strategy.
Share
Editorial contacts