CRM Success is All About the Approach

February 15th, 2011 by

As a registered partner with SalesForce.com, POIM aligns many of its best practices with SalesForce.com to insure we are able to deliver similar services, but with a focus on delivering these services to Alberta companies. On the SalesForce.com website they have a page labeled “Custom Consulting Services” and on this page they make a comment about their approach to consulting for customers.

“Our iterative methodology is tailored to the demands of cloud-based development. That means shorter time to market, with less risk, fewer surprises, and fewer people. And that adds up to savings.”

I often reference a paper from CGI paper that discusses why over 50% of CRM (Customer Relationship Management) projects fail. CGI provides a list of 13 reasons they feel CRM projects fail and listed below are a couple of reasons.

• The CRM strategy is not integral to the business strategy.
• CRM is launched without customer input.
• CRM is considered a one-time event.
• Try to implement “everything CRM” at one time.

So we have the leading consulting company CGI informing us why CRM projects fail and we have the leading CRM service provider telling us the solution to fixing the high failure rates of a CRM is taking an iterative approach to deployment.

What is an Iterative Approach?

An Iterative Approach favors frequent deliveries of small amounts of scope over short time frames opposed to large releases of scope at the end of a long development process characterized by functional phase gates. The basic idea is to develop a system through repeated cycles (iterative) and in smaller portions at a time (incremental), with a focus on business requirements. The repeated cycles are; Business Modeling, Requirements, Analysis & Design, Implementation, Test and Deployment.

If you are considering a CRM deployment, take into consideration the assessment from CGI on why CRMs fail and learn from the industry leader SalesForce.com on how to overcome these challenges through an iterative methodology.

http://www.salesforce.com/services-training/professional-services/custom/
http://www.databasesystemscorp.com/tech_crm_software_209.htm

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