Executing your project

We have identified three consistently critical success factors that ensure your CRM project delivers on expectations.

1. Customer-centric processes

It is essential that you give sufficient time to thoughtfully developing customer-centric business processes that will support the business outcome you are trying to generate. To be successful, these business processes must be designed from a customer-centric perspective (i.e. how does the customer wishes to buy, upgrade, request assistance, learn about the products etc), as opposed to being driven by a predominantly internal viewpoint (i.e. what’s easiest for the business to do).

2. Phased deployment

Taking a phased approach to delivery and addressing the business needs in an agile manner reduces time to value and risk.

3. Keeping focus

Maintaining continual focus on your business case and your CRM vision enables you to avoid the all-too-common underminer of CRM projects: scope creep.

Our best practice is your best reassurance

Our project implementation methodology – Navigate – addresses these and other key success factors that we have identified throughout the implementation of over 500 CRM projects. Dedicated to best practice, we ensure you extract maximum value from your CRM project at a lower organisational risk.

Is the answer in the Cloud?

We believe it is also vital to recognise that Cloud-based CRM is not the perfect solution it is sometimes made out to be. Certainly, Cloud-based solutions can reduce the cost to entry by replacing upfront hardware and software license costs with a subscription model. But cost reduction does not equate to automatic success. The fundamentals of successful CRM are:

• a clear focus on the business problem to be solved
• a commitment to transition to new ways of working to support a clear set of business outcomes
• the implementation of customer-centric processes