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When CRM system are properly implemented, the results can be outstanding. However, for a variety of reasons, CRM projects sometimes fail. Here are our top ten do’s and don’ts to ensure the success of CRM project:

  • DON’T see CRM as just software. Even for small implementations a CRM project is a strategic shift involving staff, process and procedures
  • DO allocate internal resources and schedule staff time specially dedicated to your CRM project. Your business partner will be able to advise you on the amount required
  • DON’T choose a CRM software solution until you have carefully jotted down what you want it to do for you
  • DO adopt and work to a CRM project management methodology
  • DON’T forget to update your documentation, processes and procedures to reflect change when you alter, update or change your CRM system
  • DO get buy-in from your staff. Make sure they clearly see the advantages, have provided input, understand the system and are trained to use it properly
  • DON’T expect to get the ROI instantly after deploying it. Learn that it’s a gradual process
  • DO review then system on a regular basis. As your business changes, so will your CRM system. Regular review its functionality from a process, user and technical perspective
  • DON’T stop communicating! Arguably, the most common cause of failure of CRM projects is poor communication
  • DO choose a business partner that provides a full range of services. A partner that has more than one CRM software options and can demonstrate their ability to implement your CRM system quickly