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Chapter: Business Science : Customer Relationship Management : CRM Planning and Implementation

CRM Implementation (Phases)

• Develop the CRM Strategy • Build CRM Project foundations • Need specifications and partner selection • Project implementation • Performance evaluation

CRM IMPLEMENTATION (PHASES)

 

      Develop the CRM Strategy

 

      Build CRM Project foundations

 

      Need specifications and partner selection

 

      Project implementation

 

      Performance evaluation

 

1.  Develop the CRM Strategy

 

      Situational analysis

 

      Customer or segments

 

      Market offering

 

      Channels of distribution

 

 

      Commencing the CRM education

 

      Developing CRM vision

 

      Setting priorities

 

      Goals and objectives

 

      Identifying the people,process,and technology requirement

 

      Develop a business case

 

2.  Build CRM Project foundations

 

      Identify stakeholders

 

      Establishing the governance structure

 

      Identify the change management needs

 

      Identify the project management needs

 

      Identifying the criteria success factors

 

      Developing a risk management plan

 

3.  Need specifications and partner selection

 

      Process mapping and refinement

 

      Data reviewing and gap analysis

 

      Hosted or On-premise CRM

 

      Calling for proposals

 

      Invite potential partners

 

      Revised technology need identification

 

      Asset the proposals and select one or more partners

 

4.Project Implementation

 

      Refining project plan

 

      Identifying the technology customization needs

 

      Prototype design,test,modify,and roll out.

 

 

5.Performance Evaluation

 

      Project outcomes

 

      Business outcomes

 

      Implementation issues

 

      Poor planning

 

      Poor Integration

 

      Towards a solution

 

 

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Business Science : Customer Relationship Management : CRM Planning and Implementation : CRM Implementation (Phases) |


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