Implementing CRM as a business transformation strategy

“CRM will be at the heart of every digital transformation” – Gartner

Thousands of CRM implementations continue to fail…

Unfortunately, according to Gartner, thousands of CRM implementations are either failing completely or not delivering the expected business outcomes.

The question that lingers is, why?

First and foremost, there is no such thing as “IT projects”. All projects are business projects which are often enabled by IT. CRM implementation is a very different type of business project. It is a business transformational project that touches every aspect of the organization.

Gartner’s Seven-Step Approach for a successful implementation of CRM could be a good place to start.

To implement CRM successfully, it must begin with a vision. Often, organizations jump into CRM implementation as another technology project led by the IT department. This is like putting a “cart before the horse”. This approach will be disastrous. CRM implementation is not an event. It is a journey. It is a business transformational project; not a technology project.

Organizational leadership and culture of the organization determine the success and failure of CRM implementations. It goes without saying that an engaging, empowering and innovative culture is the fertile ground for successful CRM implementations.

Stakeholders who are part of this journey will be at different stages in terms of their organizational understanding, technological knowledge, alignment with organizational goals and objectives and emotional readiness for change. All these factors must be considered when implementing a transformational project like CRM implementation. All these take time, effort, resources and lots of patience. Transformational projects take time and all stakeholders who will be affected by this implementation must be Engaged, Enlightened, Enabled, Enriched and Empowered along the way. This is the uniqueness of INVORG’s E6-Human Experience Engine.

INVORG provides end-to-end CRM implementation services. Here are few CRM journeys INVORG has been a partnering with:
• Citizen-Centric Services for a larger municipality in Ontario, Canada
• Transforming home and community support services in South Western Ontario
• Settlement services transformation
• Student Teacher Engagement Platform (STEP)

INVORG’s unique and proven E6-Human Experience Engine is used in implementing CRM as a business strategy.

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About the Author:
Joseph Edward is the CEO/Chief Innovation Officer of INVORG. If you want to know more information about this topic, you can connect with Joseph at innovation@invorg.com. Or you can contact us for a FREE no-obligation assessment on CRM implementation in your organization.

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