Deciding on and implementing the CRM project

Once a decision has been made to go ahead with the CRM project, ORBIS can offer support for all the later stages of the CRM strategy implementation, including support and permanent optimisation for your CRM application throughout its entire period of use:

  • Project preparation
  • Introduction and integration
  • Change-related measures
  • Ramp up to users (going live)
  • Support & optimisation
  • Rollout
  • Ongoing project consulting

A list of important factors for success is given below, the result of our many years of experience in projects of this kind. These factors need to be considered and rechecked ‘constantly’.

Important requirements for success

  • CRM is a management issue.
  • Targets must be clearly defined, and ideally measurable.
  • Change management:
    Targets and alterations must be communicated.
  • CRM strategies must be implemented separately for different regions.
  • CRM is a specialist department project and is supported by IT.
  • CRM must be kept simple. It must be understood by everyone.
  • CRM is all about the users – user benefits must be incorporated in plans.
  • The quality of the available data.

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