Creating the CRM plan
Putting together a solid plan for a CRM project is crucial both as an aid to purchasing and implementing CRM applications, and to obtain executive management approval and funding for the project. The plan should include the objectives of the CRM program, its fit with corporate strategy, new applications to be purchased or used, the integration or replacement of existing methods or legacy CRM systems, the requirements for personnel, training, policies, upgrades and maintenance, and the costs and time frame for implementation. One this document is completed, the firm will have a roadmap for guiding the purchase and implementation process, as well as the organizational performance measures to be used once the program is in place.