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A must read for anyone considering the implementation of CRM, other customer service initiative, or actually any business initiative. The article quickly mentions it, but it bears further scrutiny: "I remember one financial services company that had spent close to $1 billion on their CRM project over the course of nearly a decade," Nelson said. This is insane. No business initiative should cost this much. This is a result of poor strategic thinking, a lack of objectives and incompetant execution. Here are my three rules to follow when executing any strategic technology implementation: - Have a clear strategic vision. How does this initiative fit into the corporate strategy? Does it support that vision? If not, its probably time to rethink it.
- Gain cultural acceptance. If you organization doesn't believe in it, its not going to work, EVER.
- Execute in small iterative projects, not one massive effort. Taking smaller steps will allow you to stick with rules 1 & 2. In larger enterprise-wide projects, it is usually too late to compensate when the project has lost sight of the original strategic vision, and people begin to think its all a big joke.
http://www.destinationcrm.com/Articles/Default.asp?ArticleID=7214 At the Gartner CRM Summit, a distinguished industry analyst outlines (yet again) how companies have learned about -- but continue to struggle with -- the requirements of CRM.
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