How to introduce CRM?

An enterprise should be more important than face of the many different services in the CRM gradually (THINK BIG � START SMALL).

1. The actual state inventory of the existing processes of sales and communication. In which state are the customer data? How many different systems (not only IT) are storing information about customers and prospects.

2. After a rough summary of the CRM-like state of the enterprise to himself, the decision can be made whether the internal know-how for CRM is appropriate enough or whether an external consultant is necessary, because the next step is the development of a target profile. Important questions are here: How do we want to communicate with our customers in future? Which information need in which decision phase does the customer have?

In the next step the area which promises the greatest benefit for the enterprise is selected. You start there.

3. Successful CRM projects stand out particularly due to the early inclusion of the employees who must work in the changed organization later. The employees these will in the project involved, must be assigned to the working groups according to their competence main emphasis. The timely inclusion of employees has a double advantage this one on time: on the one hand, the influence of existing values and entrepreneurial culture influences is guaranteed with that and on the other hand, this leads to a higher acceptance at the employees opposite the new CRM developments.

4. As soon as modifications are carried out with customer contacts in existing areas becomes the regular operation influenced. To keep the influencing as low as possible, a training concept has to be organized according to the user needs. In the centre of every training the benefit has to be addressed, not only the enterprise but primarily the working improvement for the employees affected. The transfer to the practice happens by a corresponding modularization of the training programs. So the users' newly acquired knowledge can practically clear use and open questions next week or with the help of a coach in the week.

5. Earliest now thoughts on the correct software can be made. Because depending on priority it can go in the direction of the data quality or in the direction of the operative translation into action first. And with the software choice, of course the usual steps come at a software choice: From the functional specifications over invitation to tender until the introduction.

How can SCI help so that these 5 steps are successful?