1. CRM Implementation Best Practice
How to ensure success of your CRM Program
30 March 2012

2. Content
Understand why CRM if required for you
Which CRM is suitable for you
What are Implementation Best Practices
Best practices for Upgrade safe CRM for long term benefits
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3. Tip # 1 Learn Why you want to Implement CRM
Define KPIs (Key Performance Indices) which defines why you want to Implement CRM
KPIs define measurable benefits of your CRM Implementation
Some of the KPIs around Salesforce automation
Average Sales Cycle Time – No. Of days from Lead to realization of Sales
Average Revenue generated per Sales Team member
Revenue generated per Sales Team member
Number of leads generated per Sales Team member
Some of the KPIs around Customer Support are
Average Customer churn rate
Number of support cases handled per support team member
Average response time per case priority wise
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4. Tip # 1 Learn Why you want to Implement CRM… contd….
Define non-measurable benefits that you want to derive from the Implementation
These include – Benefits in terms of reporting, process automation , reminders and alerts
Factor in the best practices – Example ensure all client communication are recorded in CRM so
that you are not affected by attrition of your own sales team members
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5. Tip # 2 Assess Which CRM Solution?
There are thousands of CRM solutions in the market.
Figure out which one suits your organization takes effort and time.
# 1 How complex are your requirements
# 2 How many divisions do you have and different are their business processes around sales
and customer support
# 3 What is your budget around Implementation and the timeframe for Implementation
# 4 How complex is your IT Landscape. What kind of solutions are already implemented
which need to talk to the future CRM package
If your requirements are simple and you have a relatively simple IT landscape with limited budgets
and less Implementation timeframe you should consider solutions like Salesforce.com / SugarCRM
If you have complex landscape with proprietary applications like SAP / Oracle you must look at
implementing homogeneous application which fits in with your in-house capabilities.
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6. Tip # 3 Implementation Best Practices
Chose a CRM Consulting partner who can guide you in your implementation and not developers
Involve your end users as they need to own the application
Avoid shortcuts and do detailed considerations in your designing of your CRM solution
Avoid shortcuts and do detailed considerations in your designing of the solution
Harp on process automation and link to your KPIs all the time when you are giving your requirements
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7. Tip # 4 Proper Documentation and No Vendor Lock In / Upgrade Issues
Ensure that business and technical requirements are properly documented and updated
Ensure that all source code changes of your applications are documented else future upgrade might
be an issue
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8. About Us
We provide Best of breed CRM and E-Commerce Consulting
300% year on year growth a strong testimonial to our success attributed to best practices
35% repeat customers which shows that we have been able to deliver
20% of our customers have chosen us to be their long term IT partners across technologies
Contact Us
www.veonconsulting.com
+ 91 40 66444272
omprasad@veonconsulting.com / info@veon.in
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9. Thank You