Planning Your CRM Implementation

The success of a CRM project largely depends on the amount of planning and strategy that goes into the implementation. However, if things aren’t going well with CRM after it is launched, the principles of planning can still be applied to turn the implementation around.

This chapter is designed to help the project manager, business analyst, business manager, or CRM champion who has been tasked with implementing CRM. You are not alone, and there is a lot you can learn from others who have implemented CRM systems before you.

In this section, you will learn about three aspects of planning for success:

  • Planning for User Adoption. Ultimately Microsoft Dynamics CRM is a long-term solution, and in order to get the value out of it, you should work towards effective use of the application.  Therefore, this section frames all of the successful ingredients of a project in light of user adoption.
  • Learning Microsoft Dynamics CRM. Even if you are working with a Microsoft Partner like PowerObjects to implement CRM, your organization will eventually own the solution.  If the goal is for you to be self-supporting, you will need to learn as much as you can about the application.
  • Business Analysis and Design. Whether using an agile or waterfall approach to implementation, you will have to analyze your business processes and create CRM design to support those processes.

After reading on these topics, you’ll be ready to make Microsoft Dynamics CRM successful in your organization.  So, let’s get started!