The 12 Success Criteria for a CRM Implementation Project

The 12 Success Criteria for a CRM Implementation Project

Guest Blogger: Thierry Kubat

I have had the pleasure of working with my colleague Thierry Kubat at XRM Vision for two years now. Thierry is a senior CRM consultant, and, in this role, he has had the opportunity to work on several significant projects, contributing his expertise, his unique touch, and his humor. Thierry has extensive experience in CRM implementation and project management. In a recent conversation, we discussed the success criteria for an implementation project. This casual chat led us to this blog post, which he kindly prepared.

Happy reading,

Sylvain

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Even before my master's degree in information system management, it was clear to me that the success or failure of the projects I worked on depended on a series of fairly simple criteria that are often overlooked, or even neglected. For the first part of this article, I present the first six criteria which, in my opinion (and in the eyes of a few other experts!), could ensure the success of an implementation project.

1. User Satisfaction

This is the first success criterion! A CRM implementation that neglects this criterion is doomed to failure. Often, we notice that adherence relies on a mix of large features and small shortcuts that simplify users' lives while adding value to their work and benefits to the organization. We must not overlook the small additions, the little "extras" that can make all the difference between acceptance and rejection.

2. Senior Management Involvement

To define, communicate, and support the why of the CRM project in relation to the organization's objectives. Lack of consistency can be disastrous. In the eyes of employees, management's involvement must be clear and visible.

3. Resource Involvement

Select and involve key resources, champions, leaders, super users as early as possible. Free them from their daily tasks so that they can fully focus on the project. Evaluate potential pockets of resistance... present and future. (Shifting control or power over information between different resources/groups.) Designate a resource who will take care of internal demos from the beginning (supported by the experts). Define and evaluate future CRM administrators as soon as possible.

4. Experience of Involved Resources

Need a good balance between senior/intermediate/junior skills. Avoid the trap of the last hired employee.

5. Understanding Business Needs and Implementation Methodology

Ensure that the whole team agrees and understands the business needs, CRM requirements, and adheres to the same working methodology.

6. Training and Mentorship

Pay special attention to the resources that will operate and administer the CRM by educating them on the system's ins and outs. Provide ongoing training/mentorship.

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The second part of this article will be published shortly, where I will present an additional six elements that ensure the success of a CRM implementation project. At XRM Vision, we are sensitive to different signals that could indicate that one or more success criteria would not be met, our agility allows us to adjust quickly if necessary. Contact us!

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‍Thierry //ca.linkedin.com/pub/thierry-kubat/10/139/89b//xrmvision.com/

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The 12 Success Criteria for a CRM Implementation Project