Visit Our Other Stores

CRM Implementation Solutions

CRM Implementation Solutions
The spot for learning how to gain full business value from Customer Relationship Management by employing a new paradigm.

Why shop here?
Our CRM Implementation Paradigm is all about gaining real, tangible business value from CRM. HDI is first and foremost a source of expertise for adding value to business. For more than 30 years, we have worked with clients to help them optimize and take full advantage of their client relationships to provide real bottom line value and long term success. We would love to talk to you about putting our expertise to work for your business.

The Prevalent Paradigm
The current paradigm used by many technical CRM vendors and user/sales organizations seems to be that full business value (FBV) for a user organization can be achieved with a clear CRM strategy and quality CRM applications.

FBV = Clear CRM Strategy X Quality Applications

So far, so good, as the man said as he was falling past the tenth floor on the way to the street. Now is the time to learn from every other big change that was enabled with big software. The lessons learned from implementing everything from MRP systems as well as ERPs and e-business applications is that there is something else that is critically important to achieving FBV.

The Needed, New Paradigm

The missing ingredient in today's FBV equation is "work utilization." A clear CRM or e-business strategy and its implemented software must be used in the day-to-day operations of the company. And "used" means used by the vast majority of the personnel in the organization almost all of the time. (Work utilization = % of users who use the application X % of time they use it)

FBV = Clear CRM Strategy X Quality Applications X Work Utilization

Operations Integration

The technical discipline that focuses on maximizing work utilization is called Operations Integration. Operations Integration focuses on the systematic readying of the user work environment like systems integration focuses on the readying of the technical environment. Operations Integration supports the leadership of the user organization and applies the principles of change engineering to:

• Ensure that a clear blueprint of how CRM work will be done is communicated to the user organization
  
• Align user work processes to the CRM strategy and application
  
• Ensure that all other technical tools are available and aligned
  
• Align the organization's performance management systems (roles and rewards)
  
• Ensure that there is a step-by-step, day-by-day implementation plan enforced with rigorous project management for the implementation to be completed on target, on time, and on budget.

The Challenge of Implementing CRM
As you can see from the information above, implementation of a successful CRM strategy takes discipline and rigor, but there is a great deal to gain if you're willing to put in the effort.

Pre CRM
Prior to implementing a CRM strategy, a typical user environment is illustrated below. Note the lack of direction and discipline generally prevalent in pre CRM organizations.

Post CRM
So this is what we're all hoping for. After successful implementation of a CRM strategy, organizations are characterized by process alignment, trained users and fulfilled goals of the Desired Sales/User Environment below.

Getting from Here to There
While this doesn't happen overnight, you can create and benefit from the Desired Sales Environment. By applying rigor and discipline and following the needed actions below, you're likely to start reaping the rewards of a real CRM focused organization.

Click graphic to view full size

CRM concepts and tools hold great promise for companies that want to maximize their business relationships with their customers. But great care must be taken to use all three parts of the FBV equation to achieve maximum results. Failure to use Operations Integration as a key tool in CRM implementation will result in just another, ever-so-common situation of "good idea with technology that works but that nobody uses."

[Want to read more about CRM Implementation? Click here]

| Home | Guestbook | Site Map |