CRM Deployment

GROWTH

Growth in CRM markets

Deployment Types

• CRM is hosted by the CRM provider on their infrastructure outside the organization.

• CRM is made available through VPN & internet.

• No cost for IT infrastructure and Maintenance.

• Easy expansion.• More cost per user • Limited customization.

DeploymentOn-Demand

• Turn-key Solution.• Complete Hardware &

Software solution in the form of preconfigured systems.

• Fast Deployment• Secure• Requires less IT

Infrastructure.• Limited Customization.• Maintenance Problem.

DeploymentAppliance

• Control & Flexibility of on-site with Fast Setup & Ongoing Support.

• Quick set of On-Demand Solutions hosted on preconfigured CRM servers.

• Easy migration of Data.• Capacity Expansion is

limited.• Needs pre-customized CRM

solution.

DeploymentFastStack

• CRM information managed by IT managers behind firewalls.

• Hosted on available IT infrastructure.

• Needs Maintenance and Proper management.

• Most Secured.• Customizable.• Costly.• Special Requirements

DeploymentOn-Site

Which one is for you??

Which one is for you??

Ref: - CRM on-demand or on-site, a whitepaper by Tim Clarke,

(Partner, Fact-point Group)

Choosing TheRight Deployment

7 to 14 - On-Site CRM14 to 28 – CRM Applications*28 to 35 – On-Demand CRM

CRM Deployment Steps

• Strategy and governance - Build strong executive sponsorship. Require that business executives lead with CRM, with support from IT. Put in the right governance structure.

• Objectives and processes - Define them first, then apply technology. Follow a realistic pace for rollout.

• Customer data management - Define data quality requirements and data quality management approaches early.

• User adoption - Strive for high user involvement. Place a high priority on software usability.

• Technology - Simplify the CRM platform. Actively manage the vendor relationship.

Building Blocks for CRM Success

1. Vision - Creation of a CRM vision for the

enterprise. - Should be used as the guide to CRM

strategy.2. Strategy

- About how to build and develop a valuable asset the customer base. It must set objectives and metrics for attaining that goal.

3. Customer experience - Designed in line with the CRM vision must be constantly refined, based on actively sought customer feedback.

4. Organizational collaboration - Changes to organizational structures, processes, metrics, incentives, skills, and even the enterprise culture must be made to deliver the required external customer experience.

5. Process - Should create processes that not only meet customers expectations and support the customer value proposal.- Also provide competitive differentiation.- Contribute to a designed customer experience.

Building Blocks for CRM Success

6. Information- Successful CRM demands the creation of a customer information flow around the organization- Integration between operational and analytical systems.

7. Technology- Fundamental part- Provision of integrated functionality.

8. Metrics- Must set measurable CRM objectives- Monitor all levels of CRM indicators to turn customers into assets.

Ref: - Gartner’s survey about CRM deployment

Building Blocks for CRM Success

• Poor user adoptionOften required to redesign business

processesCustomer-facing personnel had to

learn entirely new applications and processes.

In some cases, neither vendors nor enterprises gave enough consideration to whether products would ensure user adoption.

Ref: - "Predicts 2005: How CRM Will Help to Grow Revenue Again," January 2005.

CRM Deployment Pitfalls

• Product scope instead of strategyImmature technology led IT staff to

focus on product scopeInstead of capabilities that enhanced

operations, legacy investments, and business processes.

Companies even substituted CRM software for business strategy.

Ref: - "Predicts 2005: How CRM Will Help to Grow Revenue Again," January 2005.

CRM Deployment Pitfalls

• Rigid software designCompanies are forced to

conform to its function or customize it extensively

Discouraging user adoptionAutomating business process

without optimization.

Ref: - "Predicts 2005: How CRM Will Help to Grow Revenue Again," January 2005.

CRM Deployment Pitfalls

• Never-ending upgradesCRM products took months or years

to deployThe frequency of new product

introductions continually pushed out completion of implementation

Ref: - "Predicts 2005: How CRM Will Help to Grow Revenue Again," January 2005.

CRM Deployment Pitfalls

• Poor integrationdifficult to integrate with legacysoftware and data. The potential for

poor integration remains: Gartner Research indicates companies risk sales and

marketing teams sourcing technology without the IT department

Ref: - "Predicts 2005: How CRM Will Help to Grow Revenue Again," January 2005.

CRM Deployment Pitfalls

1. Extend the breadth and depth of relationships.

2. Reduce delivery channel costs.

3. Reinforce the brand.4. Focus on customer value

and satisfaction.

Ref: - www.destinationcrm.com

Results of Successful CRMDeployment

Thank You