Implementing a CRM application can be a challenging project for organizations with multiple large complex departments. Rolling out a solution that caters to your development, marketing, program, and HR departments requires understanding the different strategies, processes, and products across these teams.  

Salesforce CRM encompasses the people, processes, and applications that enable organizations to manage their customer relationships. A successful implementation needs a holistic approach that aligns staff training and changes in business processes with customer needs through thoughtful planning. It also entitles implementing applications that will automate and consolidate customer information. If CRM isn't helping you become more effective, increasing your customer retention or improving staff satisfaction - don't do it.

A well thought out implementation plan for an enterprise-wide CRM can impact organizations by helping them:

  1. Better understand their customers
  2. Reduce the total cost of ownership
  3. Better position themselves for future shifts in strategy or changes in regulations or customer needs
  4. Increase the likelihood of a successful strategy implementation
  5. Better governance of IT services 

Why Organizations Fail to Maximize the Value from CRM Implementations

Technology itself will not solve all your organization’s pain points. A well thought-out implementation of a strategic solution could, however, deliver a high business value in a complex environment. When a CRM implementation lacks the clarity and depth it could end up as a shelf-ware that is not updated or adopted by end users. Technology is just a tool to implement your strategy. It is not a silver bullet. 

Another CRM implementation pitfall is the lack of vision when dealing with the overlap between the different departments. Recently I have been hearing from many organizations (clients and implementers) who believe that satisfying donor management/development needs alone is considered enterprise implementations. In the long run, such implementations are doomed to fail if there is no focus or future roadmap to manage additional aspects of the organization's mission. 

Another very common problem is the lack of budget alignment between the cost of the technology and the cost of the changes needed to support the business’ processes. This is normally a result of a misaligned operational enforcement of the enterprise vision.

Doing it Right

You'll have a positive return on investment from the enterprise-wide implementation through a planned CRM approach that is constantly evaluated. An assessment of the organization's CRM strategy, staffing, processes, and technology will help you identify the relevant approach, resources, and tools to put in place to champion a successful implementation. The value is achieving consistent processes, cross departmental coordination, and even driving organizational innovation. 


Get a quick peek at what the Salesforce CRM can do for you in this ebook below.