Many people say that CRM projects over ERP the project difficult to implement. There is some truth in this statement. Because the ERP system is mainly to deal with the enterprise, while the CRM project would also involve the market and customer. Therefore, it is to implement a certain degree of difficulty. But I believe that companies are not discouraged. In fact, as long as the step by step to promote CRM system, this project will not be more difficult than the ERP system. Because it at least does not involve complex production management module. I suggested that enterprises in the implementation of the CRM project, they can start from the three levels.
Department Collaborative Enterprise
The first level: the departmental level. The departmental level refers to some of the basic CRM system functionality. In other words, sales, marketing, customer service department of some of the elements. Such as customer information management, the establishment of sales data, customer complaints, feedback, customer life-cycle management and much more. When in the implementation of CRM projects, the author stressed the need to a step by step to do. First of all need to do before the work of each department. Rather than thinking about asking for the moon. The author of this particular following a few suggestions.
First, the first sector-as a unit, such as preparation of a needs survey. In the CRM system implementation is required before the collection sector demand, sector basic data and much more. In making these preparations, when the project manager is best to sector units collected. If several departments work together to collect, then the people speak out of turn mixed, may end up meeting might turn into a vegetable market. Wait until the basic needs of the various departments confirmed, come back to consider the synergies between the work of various departments.
Second, in systematic training, the project to promote the process, if time allows, also be useful to sub-sector, to carry out a phased implementation. CRM system, promoting the work is a very complex task, especially in basic data collection and systems training. It takes a lot of manpower and resources. If this is done in a number of departments conducted simultaneously, then no doubt the normal production and operation of enterprises will bring great passive. To this end I propose, as long as business time permits, the best solution according to the actual situation of enterprises of sector units and systematic training and other related work. Should first of each department's own work well, again consider the system work between departments. In fact, as long as each department should use its own module skilled, accurate, and the synergy between the follow-up work is also ripe for.
Third, in the formation of project team, we also need to be a departmental basis. In the implementation of CRM projects, the general need to set up project teams. But some businesses which are prone to making mistakes. They have less emphasis on the formation of CRM projects, some departments do not even send key users to participate in the project related meetings. This is the normal implementation of the CRM project is very negative. In my opinion, at least each of the departments involved should at least send a full participation in key users to CRM projects. To use their business experience to the CRM system, giving advice and suggestions. In short, I believe that the CRM project implementation in the first phase, to effectively sector-unit work. Rather than a beginning, the big talk, trying to blend the various departments as a whole. This is basically impossible. Ice three feet thick, cold day. Would like to possibly solve the contradiction between the various departments and the communication is impossible. Only down-departmental basis to solve the problem, is the right way.
The second level: Collaborative level.
Collaborative project manager level is to seek to CRM system is involved in the work of various departments together to improve marketing, sales, service sector work efficiency and information sharing exchange, enabling enterprises to timely grasp of market opportunities. Simply put, in the first stage, fragmented between different departments, independent work. In this level, we need to emphasize teamwork among departments. Specifically, the following aspects need to do the work.
First of all, you may need some adjustments to the operation of various departments, making related to the close collaboration between departments. Such as the sales department may require the understanding and timely handling of customer complaints. To this end they are about customer service department of the complaint handling process, the processing time may be required. If the issue of complaints will be classified, and then set up for different problems the longest processing time. This requires the customer service department to strictly comply with this provision, and the latest progress of the processing and timely responses into the system. This allows sales staff and timely processing from the system to understand the progress, rather than through telephone and other means for questioning. Because, by means of telephone sales staff are not able to timely grasp of the relevant information. To achieve this collaboration, it is necessary to adjust the two departments related to their own operations. Such as the customer service department to handle complaints against the results of the first time entered into the system, rather than saying to wait until the amount accumulated to a certain re-enter.
Secondly, if the CRM system supports the workflow, then the project manager through the workflow system to strengthen teamwork among the various departments. According to the author understand it, many CRM systems are integrated into the workflow module. Is hoped that companies can through this workflow to enhance co-ordination between departments. As for the advance payment process, may be related to sales, finance, warehouse and other departments. If there is no workflow system with the help, it is difficult in these departments work together. At this point the project manager can be related to the operation of the workflow through the integration of the module together, so that the flow of information related to the module through the workflow between several departments unimpeded flow to improve office efficiency. In fact, CRM systems, most of the co-ordination between departments, can be carried out by improving the workflow and consolidate. As long as the project team can spend some time and effort in it, plus there is a staff familiar with the business side pointing, the work is not difficult to complete.
Department-level figures are based CRM system, while the collaboration is like a bridge, and clear communication barriers between the various departments. As long as the department-level task can be successfully completed, then the coordination level of related work will not be very difficult to implement. On the contrary, if the departmental level tasks to do flawed, then the co-ordination-level jobs will be hit the rock. It's like road and bridge. If the road does not play a solid foundation, there down the road. Then the bridge and the road will inevitably occur between the cracks.
The third level: the enterprise level. Enterprise-level mainly refers to the number of systems integration work. Most of the enterprises is not the only one CRM system. CRM projects they may already have before the system implementation of office automation systems, financial management systems, and even ERP systems, etc.. Time is not, and is also possible at a later meeting. This is for the CRM system provides a new requirement. Project managers need to consider not only the CRM system-related co-ordination among the various departments, but also need to consider how existing or to be implemented with other information management systems to integrate.
If the project team need to consider, how the relevant sales order information is automatically reflected in the management of OA system, Kanban; how the customer's accounts receivable information on a timely response to the financial management system; how the ERP system with CRM product cost information System sales for carrying out a profit, cost analysis and so on. These are the latter part of CRM projects need to consider the content. In fact, the jurisdiction of the CRM system is still relatively narrow. If you want to increase the value of CRM systems, then it must be considered with some other application systems integration. So that each system can play a mutually supporting role. In my opinion, if the CRM project could be implemented to work together, then this project can be said that the basic cost. However, if the implementation of enterprise-level system integration work, then the CRM project is made may be considered a complete success.
As shown above, departments, collaboration, enterprise 3 level is gradual process. In the CRM project implementation process, because of its complexity, ready to step in the work of these three is essentially impossible task. To do this the best project managers can be a pragmatic step by step to complete. Gradual completion of all levels and, ultimately, will have a CRM project a success. Final needs to be emphasized that the collaboration is the level and enterprise-level project manager fought goal. And not only looking to stay at the departmental level. |
