Don’t worry about that terrible statistic. Yes, more than 50% CRM implementation will fail, but what about the other 50% companies who succeed? There must be some formule that they follow or use (whether they realize it or not) that makes them successful in implementing CRM software.

From my experiences in CRM field, here are 3 basic tips as your foundation to guide you to successful CRM implementation:

1. Always involve the users

During talking to your CRM vendors, make sure you involve some of the staffs who will dominantly use the software. That could be your sales representatives, call centre agents, customer service agents, and so on. This makes sure the users will comfortably use the software when it’s implemented.

Remember, the success of CRM depends very much on data entry, and it comes from the CRM software users. If they find it difficult to use, then user adoption will be decreased and data entry will be ineffective.

2. Define Your CRM Goals

Do not blindly jump into CRM application without first determining what you want to get from the application. Many of companies decide to implement CRM based on silly reasons such as “CRM is trend now”, “the other companies already use it”, “it’s being talked by many executives” and so on.

Define your CRM goals first. Do you want to increase the effectiveness of sales force? Do you want to increase customers’ loyalty? Or do you want to maintain the complaints more effectively?

3. Define Your Business Process

The CRM software should follow your business process, not the other way around. Many of CRM applications are most suitable for B2B businesses, but that doesn’t mean you cannot ask the vendor to customize it according to your B2C business process. Ask your vendor what CRM ideas they have that suit your business process.

These three tips are the basic preparations for your successful CRM implementation. Remember, you could be the part of 70% companies who fail, or you can take action now NOT to be the part of those who fail.

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