What are the main steps to follow to implement CRM and what are the Key success factors?
Being the CRM a business strategy, the implementation follows the general rules of any other business strategy. Which in brief are: 1) Define your strategy and your objectives (measurable objectives) 2) Identify tactics and tools to achieve your objective (link each tactic/tool with one or more objectives) 3) Identify the Key Performance Indicator 4) Define an implementation plan and implement 5) Control results To accomplish the objective will probably require a number of loops of the same steps. As its peculiarity CRM has the fact has an impact on the company values and philosophy, and its implementation requires very cross-functional process activities. As such, and based on my experience, there are 2 key success factors to implement a winning CRM strategy: 1) The strategy shall be sponsored/supported and pushed at the highest level of the organization 2) A unique person (or Team) should be responsible for the CRM implementation. This position will be part of the business side of th
