The keys to the success of a CRM project

Change Management - Contact Relationship Management - Data - Digital

Sarah Cotton By Sarah Cotton

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Success CRM project

Eudonet, on the strength of its experience in contact with its customers from different sectors of activity, size, expectations and requirements, has set up a project methodology allowing its software to be implemented quickly and efficiently. This method is based on an allotment of the project in 4 major stages: framing and launching of the project, functional and technical specifications, tests and acceptance, deployment of the tool and support for change.
In addition to this project phasing, we indicate below some keys to the success of a CRM project.

Define precise objectives and frame the project

The first step is to define precisely the objectives of the implementation of the Eudonet solution. The ideal is to be able to have quantified and measurable objectives.
For example: Eudonet should enable us to increas the number of daily calls made by 10%.
On the Eudonet side, the objective is to provide future users with an ergonomic and simple tool while respecting the cost, quality and deadline constraints set by the project’s internal sponsors.
The objectives being fixed and known to all, the framing is essential before the start of the project. During this phase, our teams and those of the client agree on:

  • The exhaustive list of actions to be taken
  • The determination of the major phases of the project and the association of customer resources and Eudonet to anticipate workloads
  • Deliverables provided: objectives, format, content
  • The implementation dates – Project Retroplanning
  • Risk factors and associated preventive actions

Marketing and key players in the project

Communicate upstream

The success of a project is measured in particular by the degree of user acceptance of the new tool. The Eudonet teams advise you to communicate very early on with future users on the objectives of the project, the choice of the solution, the future implications …

To do this, launch meetings are given and communication supports are offered to facilitate and bring up the interest of future users.

Inform during the life of the project

The choice of project sponsors, functional and technical referents is a key success factor for the project. For the management of the project and more particularly the functional and technical specifications, the tests and the putting into production, it is judicious to choose people with interpersonal skills, a very good knowledge of the trades and internal processes as well as a certain IT sensitivity.
Regular meetings during the life of the project make it possible to maintain a working rhythm and to widely share information. These exchanges must then be disseminated through reports or via email templates specific to the project.

Animate and develop

Once the tool has been implemented, a facilitator / administrator must be identified internally to ensure monitoring and changes to the tool.
A personalized training plan must be created by associating the project sponsors, the referents met and the future facilitator (s) of the tool.
A period of support for change is systematically planned to provide thematic training, adapt the tool to more specific needs, to changes in professions and the organization.

The Essential Tools For Carrying Out The Project

In order to guarantee the success of the Eudonet project, our teams provide the customer with numerous tools:

  • The exhaustive list of actions to be taken
  • Project planning shared and updated in real time
  • Iterative configuration method – Immediate access to the model
  • Project monitoring database – EudoProject: directory of project teams, documentary centralisation, quality monitoring, knowledge sharing …
  • Project team forum (EudoForum) allowing interactive dialogue
  • Intelligent Data Recovery – Data Recovery Plan