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subject: CEO to CEO… Ensure CRM Success – I [print this page]

As we all know, a new initiative is not only financially costly but also sucks tremendous energy out of our team especially if success isa must. So, if we can minimize any failure points or better still completely avoid them, we would be in great shape. CRM

There is a reason why best practices are so commonly used in organizations they work because they have been tested byorganizations andteams over and over again. So here are some best practices thatupper managementmay want to consider: Own the Project. Dont just direct the initiative your100% buy-in and leadership is completely critical. One CEO made it very clearto her employees, If it is not in the CRM system, it does not exist and your performance review will be based on it.

Governance not Command-Control. Get input from all major areas of your organization to help recognize the dynamics andinterdepartmental nature of your organization that makes it tick.

Customer Focused Culture. Leadership is action, not position I read somewhere So, if you do not embrace a customer focused culture your team and your employees will most certainly not. Put your customers in the center of your organization where it is clear to your employees that they exist because of your customers.

Ensure Seamless Integration. How many times have we heard the word seamless and there is absolutely nothing seamless about it? Lets just say more than our share. However, if your CRM implementation does not have a seamless integration to other front and back office applications, that quick 360-degree view will not be available to your employees when providing any service and you may miss the ultimate goal of providing any system to your employees efficiency!

The Expert Advice. Nothing like going to a Guru when you need to be enlighten. Getthe expert advicefrom SMEs who have mastered the art fo successful CRM implementation. You may just learn a thing or two that could propel your implementation by a notch or two. I will let you ponder on the above 5 points before we take a look at the next five best practices that make up our list later this week. In the meantime, have a great week because without us, the economic engine of the world would come to a grinding halt!

CEO to CEO Ensure CRM Success I

By: Sundip R. Doshi

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