PLANNING FOR CRM SUCCESS STRATEGIES FOR YOUR CRM DEPLOYMENT OR UPGRADE

Transcription

1 PLANNING FOR CRM SUCCESS STRATEGIES FOR YOUR CRM DEPLOYMENT OR UPGRADE

2 Melissa Green SR Business Analyst Managing Consultant Jodie Gilroy SR Business Analyst Managing Consultant

3 SESSION OBJECTIVES Educate you with tips to set you up for a successful CRM deployment or upgrade Provide you with an understanding of project stages and the role they play in a successful project Start you thinking about actions you can take to avoid project failures & realize ROI Emphasize the importance of 4 key characteristics of successful projects: 1. Leadership Involvement 2. Planning 3. User Adoption 4. Communication Actionable knowledge you can apply right away

4 SESSION WRAP UP ANALYSIS DESIGN IMPLEMENTATION Select project team Define current processes Technology assessment Define future state Establish roadmap & budget Detailed system design Document, Review & approve design Revisit alignment with roadmap and budget Develop project plan and stick to it (timeline & scope) User Acceptance Testing Admin and End-User Training PROJECT STAGES

5 PROJECT STAGE: ANALYSIS PROJECT TEAM

6 PROJECT TEAM SELECTION Purpose of the team Fosters Buy-in from the top down Represents all applicable areas of the company Facilitates Better Understanding of Requirements Ensures ownership of project success Team will serve different purposes at various points in the project Design/Requirements Gathering Testing Roll-out / Go-Live Post Go-Live Size of team will vary based on Size of company/org structure Scope of implementation

7 PROJECT TEAM ROLES Steering Committee Executive Sponsor(s) key stakeholders Team Captain - owner Champion Project Manager SME s Cross Functional / Cross Dept. Users IT

8 LARGE PROJECT TEAM EXAMPLE Project Sponsor(s) Business Project Lead IT Project Lead Business Unit #1 Project Lead Business Unit #2 Project Lead Business Unit #3 Project Lead IT Team Members Business Unit Team Members Business Unit Team Members Business Unit Team Members

9 SMALL PROJECT TEAM EXAMPLE Project Sponsor Business Unit Project Lead IT Project Lead 2-3 Project Team Members

10 PROJECT TEAM PITFALLS Too small Not broad enough representation of needs Low user adoption Too Large No ownership Nothing gets done Too IT heavy Not enough focus on business process and needs Low user adoption Executive sponsor is micromanaging Other members are resistant to offer ideas and lead Low user adoption Team members have no time Project is rushed Project is incomplete Consistency of project team Commitment from one project phase to another

11 PROJECT STAGE: ANALYSIS PROCESS DEFINITION

12 PROCESS DEFINITION Review & document your current processes Interview team members from many levels of the organization and document the day in the life of Ex. Sales Process when there is an active opportunity Ex. Customer Service process for managing a product issue Ex. Common reports used by the leadership team and how are they accessed, updated and stored? Map Your Processes Identify process shortfalls and evaluate opportunity for change prior to implementation CRM

13 PROCESS DEFINITION Uncover obstacles and inefficiencies in defined processes Is everyone following the same process? If not, why? Which are taking too much time? Which do users complain about or simply not do? Which don t really add value? Which seem inefficient or are too manual? Which are too complex? Which just don t make sense? Which are most important/crucial? Document business requirements Opportunity to uncover additional CRM use cases Identify where a CRM system will benefit the organization

14 PROJECT STAGE: ANALYSIS TECHNOLOGY ASSESSMENT

15 TECHNOLOGY ASSESSMENT Inventory systems that are currently being used today Identify the primary uses of the system & document those processes Identify users of the system & frequency of usage Identify other business system that have the potential to integrate with the CRM (Ex. ERP) Identify opportunities for improvement or consolidation of system usage Create a current state technology map

16 CURRENT STATE TECHNOLOGY MAPPING

17 PROJECT STAGE: ANALYSIS CRM REALITY CHECK

18 CRM REALITY CHECK Has your company had an unsuccessful CRM implementation in the past? Uncover the reasons for past challenges Uncover CRM Perceptions Interview staff that has had positive as well as negative experiences with CRM system at past employers Use feedback as a learning tool as you design your CRM

19 PROJECT STAGE: ANALYSIS FUTURE STATE DEFINITION

20 WHAT are your future state goals? FUTURE STATE DEFINITION WHAT is the gap that you currently have in reaching those goals? WHAT is the role that the CRM solution has in filling those gaps? WHAT does the future technology map look like? Make it visual; if you can t draw it, you don t understand it WHY are you implementing/upgrading/enhancing CRM? What are your business drivers? Collective answers to all of the above = Your CRM Vision

21 FUTURE TECHNOLOGY MAPPING

22 PROJECT STAGE: ANALYSIS ROADMAP & BUDGET

23 ROADMAP Develop your Roadmap Short term phase more detailed; long term phases high-level Prioritize needs to develop project phases & scope Most CRM projects will have multiple phases Prioritize the phases based on business needs Keep 1 st phase simple Phase 1 Summer 2017 Phase 3 Winter 2018 Set realistic project timeline Identify factors that could impact the project timeline Retiring of existing systems Availability of internal resources Impacts of system launch during a busy season Training (ex. timing training around an annual sales meeting) Patience Don t be too aggressive unless there s a valid business reason to do so Phase 2 Fall 2017

24 BUDGET EXPECTATIONS Typical cost considerations associated with a CRM journey Analysis Design Implementation Future Upgrades Support Annual/Recurring Costs Software Licensing 3 rd Party Product Licensing Phase 2 repeat Set a realistic budget for first and future phases of CRM

25 PROJECT STAGE: DESIGN SYSTEM DESIGN

26 SYSTEM DESIGN - Functionality Clearly define & document detailed system design Build upon the work done in Analysis stage get more granular Identify configuration & custom coding needed to accommodate business processes (i.e. workflow triggers and business process paths) Detailed requirements gathering Identify form fields & views needed for each CRM entity Create screen mockups Define reporting & dashboard needs Develop data migration & integration mapping Define security requirements Establish the testing & training plan

27 SYSTEM DESIGN - Functionality Design documentation Obtain official project team approval of design prior to implementation start Detailed design will properly prepare the team for implementation Ensure constant alignment to goals After Design, re-visit Roadmap timeline and budget alignment Make adjustments where necessary Communicate those adjustments

28 PROJECT STAGE: DESIGN DATA MIGRATION & INTEGRATION

29 DATA MIGRATION & INTEGRATION Don t Migrate/Integrate just because you can Why should we integrate it; is it worth the investment It MUST add business value Data accuracy Insight Productivity Adequately Plan & Discuss integration/migration needs What are we migrating/integrating? Does this need to be a one-way or two-way integration? This needs to be well though out Plan for thorough validation and testing

30 DATA MIGRATION & INTEGRATION Should we migrate/integrate? Will we maintain access to legacy system(s)? How clean is our data? How many sources of data do we have? Involve SME s to assist with mappings Start clean up plan YESTERDAY! Test migration validation is crucial don t rush this

31 PROJECT STAGE: IMPLEMENATION PROJECT IMPLEMENTATION

32 PROJECT IMPLEMENTATION Develop a realistic project plan (timeline and tasks) Have clearly defined roles and task assignments Regular status meetings with project team Provide periodic brief updates out to leadership and users (tailored content) Stick to the scope and timeline Evaluate (be stringent), approve, communicate deviations Provide adequate people and time for user acceptance testing prior to Go- Live Start training preparation as specified in Design

33 PROJECT STAGE: ALL STAGES TRAINING & COMMUNICATION

34 TRAINING & COMMUNICATION Communicate the Big Picture and business value Involve your team in the planning/process design Show how it will help the team succeed Build a system that is valuable and useful for users Train and Retrain Provide ongoing user engagement

35 CONGRATULATIONS: YOU MADE IT TO THE END! SESSION WRAP UP

36 SESSION WRAP UP ANALYSIS DESIGN IMPLEMENTATION Select project team Define current processes Technology assessment Define future state Establish roadmap & budget Detailed system design Document, review & approve design Revisit alignment with roadmap and budget Develop project plan and stick to it (timeline & scope) User Acceptance Testing Admin and End-User Training L E A D E R S H I P P L A N N I N G U S E R A D O P T I O N C O M M U N I C AT I O N

37 IT S YOUR TURN QUESTIONS?

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