After having been extremely challenged I've got a new respect for what it takes to succeed with Customer Relationship Management (CRM) Software systems. But before I begin about talking about the prior painful project, let me start at the beginning with CRM software systems and solutions.
Successful CRM software and strategy is far more than just a single project; it is real a change in company culture and a long journey that evolves over time as your customer needs evolve, your organizational capabilities change and your customer relationship grows. Customer Relationship Management is a business strategy first and most. CRM software acts as the underlying framework, management and automation to power CRM business strategies. CRM software community members have discovered many successful methods, proven business processes, insightful lessons and best practices which all together help to reduce risk and increase CRM software payback. I hope to share several of these items myself.
Okay, that was a mouthful, or an eyeful I guess. But to jump to the case, and focus first and foremost on strategy, its important to realize that for business success, Customer Relationship Management strategy must be closely mapped to the company's mission, purpose and business strategies (this is where my last project fell apart). CRM strategies are evolving and iterative processes; as the company advances so to will its CRM strategy. If developing successful CRM strategies were either easy or routine, the deployment failure rate would not be deplorably high (over 50% according to analyst firm Gartner).