What are the key success factors for the implementation of a CRM system?

The key factor EVERYONE! forgets (especially the sales people you’re going to have in the door after asking this question) is the one that has solved all my CRM problems in the past.

That being said…

1. Determine and document the processes going on CURRENTLY inside your organisation (you have taken years to make them work – don’t ruin them upon a CRM implementation)

2. the go ahead and have the CRM mapped ON TOP of the existing processes and not vice versa

Bottom line of this argument is, that an organisation dynamically grows. And your CRM will grow along with that. If you happen to install a CRM which makes it necessary to implement totally new processes your organsation will – at least for a moment – less productive (because of training, etc.) and there will be a lot of adapting going on. This is – especially for older people – a big task to request.

The closer you document the requirements for the CRM, the better it will integrate and be accepted by the staff.

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11 Comments

• Lars Hilse March 4, 2009 at 4:56 pm

  What are the key success factors for the implementation of a CRM system? http://bit.ly/6Qwad
• Lars Hilse March 11, 2009 at 3:40 am

  Successful Customer Relationship Management (CRM)implementation http://bit.ly/6Qwad
• Lars Hilse March 18, 2009 at 10:15 pm

  Successful CRM integration http://short.to/2hxj
• Lars Hilse March 18, 2009 at 11:15 pm

  Successful CRM integration http://short.to/2hxj
• Hanns Kohler-Kruner March 19, 2009 at 10:59 am

  RT @lars_hilse: Customer relationship management and how it can improve your business http://is.gd/nRWi
• Leah Besa-Jimenez March 19, 2009 at 1:22 pm

  RT @lars_hilse: What are the key success factors for the implementation of a CRM system? http://is.gd/nRWi
• 5 Factors To Significantly Increase The Success Of Your CRM Campaign :: NET April 24, 2009 at 6:29 pm

  [...] What are the key success factors for the implementation of a CRM system? The key factor EVERYONE! forgets (especially the sales people… [...]
• Lars Hilse May 11, 2009 at 11:08 am

  Customer relationship management and how it can improve your business http://is.gd/nRWi
• Lars Hilse May 11, 2009 at 12:08 pm

  Customer relationship management and how it can improve your business http://is.gd/nRWi
• MorphLabs June 18, 2009 at 8:15 am

  RT: @lars_hilse: The key success factors for the implementation of a CRM system: http://adjix.com/ed82
• Lars Hilse June 24, 2009 at 8:11 pm

  The key success factors for the implementation of a CRM system: http://adjix.com/ed82

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