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April 20, 2009

Working with CRM Consultants: Best Practices

Filed under: Data Synchronization — Tags: , — Olga Belokurskaya @ 12:30 am

CRM implementation is a challenging step for every company, and qualified consultant is a valuable asset for such a project. However, it’s no less challenging to form successful relationships with the CRM consultants and system integration partners.

Here are five best practices to help overcome the challenge:

  • Establishing requirements – One of the most important phase of preparation to implement a CRM is to set requirements for the CRM project and determine which areas of the project will require the most help from consultants. Having clear requirements from the start lets both the company and the consultant to be on the same page going in.
  • Defining the relationship with the CRM consultant – By establishing relations and setting boundaries, the consultant’s made fully aware of his/her role and the overall scope of the project. Otherwise, s/he is less likely to be helpful.
  • Selecting project team members – One of the most important things for a company is to get its best employees working with the CRM consultant.  Involving the best people from both the IT and business side of the company ensures that there will be total buy-in for the project and a large cross section of skills that can be utilized.
  • Having a well-defined project plan – Make sure that everyone involved has a unique set of responsibilities throughout the project. The plan must be as specific as possible, including the names of consultants, each consultant’s responsibilities within the CRM project, and dates for each project phase.  Moreover, each stage of the project is better to be documented to reduce confusion once the consultants have moved on.
  • Controlling the CRM project from start to finish – Taking control of the CRM project from the very beginning is something mane organizations fail to do. However, this is just the thing that helps ensure a successful outcome.