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. Deploymen t On- 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. Deploymen t Appliance
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. Deploymen t FastStack
CRM information managed by IT managers behind firewalls. Hosted on available IT infrastructure. Needs Maintenance and Proper management. Most Secured. Customizable. Costly. Special Requirements Deploymen t On-Site
Ref: - CRM on-demand or on-site, a whitepaper by Tim Clarke, (Partner, Fact-point Group)
Choosing The Right Deployment 7 to 14 - On-Site CRM 14 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 adoption Often required to redesign business processes Customer-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 Deploymen t Pitfalls
Product scope instead of strategy Immature technology led IT staff to focus on product scope Instead 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 Deploymen t Pitfalls
Rigid software design Companies are forced to conform to its function or customize it extensively Discouraging user adoption Automating business process without optimization. Ref: - "Predicts 2005: How CRM Will Help to Grow Revenue Again," January 2005. CRM Deploymen t Pitfalls
Never-ending upgrades CRM products took months or years to deploy The 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 Deploymen t Pitfalls
Poor integration difficult to integrate with legacy software 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 Deploymen t 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 CRM Deploymen t