Assessing an organization’s readiness for a Customer Relationship Management (CRM) solution is only the first step of the process. Once an organization is ready, it must take the next step to design and implement the solution. The set of processes and technologies that support a customer-centric culture must be designed and built – keeping in mind the strategic end-goal of the organization (i.e., acquiring, cultivating, retaining, and growing customers by identifying and satisfying their needs). As you begin project efforts you will be faced with a myriad of questions that cannot be avoided if you are to ensure a successful implementation.
In the second of three CRM White Papers, we discuss what it takes to successfully implement an enterprise CRM. What structures should be in place to increase the likelihood of implementation success? What considerations must be addressed to ease the transition to an enterprise solution? An organization might be ready for an enterprise CRM, but that is only the beginning of the process. Now, the solution must be planned and implemented.