CRM Implementation (Phases)

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