1) Get executive buy-in
If management doesn‘t believe in a new CRM system, why should employees? Support throughout all echelons(梯队) of upper management affirms the company's commitment to the project, which will motivate all stakeholders below management.
2) Align departmental strategies
Each department, whether it's a call center, marketing team, or sales force, has its own requirements and goals. They are also, however, all part of an entity that should communicate a consistent message and brand experience across all customer touch points.
"One of the keys to a successful CRM implementation or strategy is aligning your enterprise and all the customer touch points within that enterprise," Franco
3) Strategy first, technology second
Technology is not a good driver of a CRM strategy, but reorganizing business process efficiencies and bolstering revenue are.
Software is only there to enable implementation of a CRM strategy
CRM isn't about picking the technology. Technology is a pillar of CRM success, but it's only one pillar. There are other things that are just as important
4) Minimize financial risks
It's important that executives come to grips with the fact that CRM is not a one-time expense.
Long-term services and maintenance fees will outweigh the price of licensed applications by a ratio of nearly 3:1, according to industry analysts.
By assessing the risks and understanding the cost of implementation and long-term services along with the financial benefits
By understanding the financial impact the company gains a better understanding of what sort of an application they need and how big the implementation should be.
5) Look for quick wins
Many pre-Y2K failures were largely due to companies biting off more than they could chew.
Smaller, more manageable projects can yield quick wins, more momentum, and higher end-user adoption.
Building a holistic approach, but on a step-by-step process
6) Consider migration paths
Understand where your company is heading.
Select a vendor that will enable your products to grow as your company grows.
7) Scrub the data
Behavioral data is the lifeblood of CRM.
Make sure your customer data is accurate.
Before implementing a solution, bring the data into a unified database, cleanse it to remove multiple entries for the same customer, ensure that the data is accurately distributed to all customer touch points, and standardize your databases so customer information is presented accurately throughout the entire organization.
A general rule of thumb is companies should balance their server space to maintain 13 months' worth of customer data, and at least three years' worth of contact data information.
8) Plan for disruptions
Companies change.
When making a CRM implementation, these are changes that management must be ready for.
希望大家不要直接去在线翻译那里直接copy过来！谢谢~~~
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