The Five CRM Critical Success Factors

The first in a series of articles exploring the 5 critical success factors to a successful CRM implementation.

To help you with your CRM project, we’d like to summarise what we at QGate believe are the Five CRM Critical Success Factors (CSFs) for a successful CRM implementation project.  

Five accompanying articles that expand further on each of these points are also available – see below for links.

1. Executive Sponsorship

CRM is a serious investment, it should be made to support the company’s goals and objectives.  This starts to pose the question: why are you implementing CRM in the first place?  You must know WHY. This reasoning has to be communicated to everyone involved from the top down. The rest of the organisation must have a clear understanding of the WHY and know that the project has the full backing and support of the executive team.

2. Implementation Approach

Avoid the Big Bang approach by prioritising and planning phases. Be sure to consider the complete life cycle, from inception through to on-going support and evolution of the system and remember that user involvement throughout is important.  

3. The Data Factor

Data.  Everyone knows that CRM has to have it, but very often it is seriously underestimated in terms of the work required to get it right and realise its true value. If you consider data as if it were a machine, you would then consider its selection, installation, on-going maintenance, etc. more carefully.  It will then become a real asset to the organisation.  

4. The Right Partner

Find the partner that matches your ideals and personality – can you work with them? This should be someone that will bring value to your project – do they have industry or process knowledge related to your needs? This person or partner should be willing to share skills and tasks in order to help manage time and costs. 

Formed in 1997, QGate has 25 years experience of building, installing and supporting CRM solutions. Our process starts with getting to know your business and understanding your strategic goals. Our business analysts, project managers and developers then work together to implement your CRM.

5. The Right Technology

This is purposely placed last – the “best” technology alone will not guarantee a successful CRM project.  The above foundation items need to be in place. When it comes time for you to invest in CRM technology, consider the three prime options first:

  1. General CRM platform and customise
  2. Industry-specific CRM
  3. Build it yourself

Make sure that you also consider the 3 “Cs” when planning to modify a solution to your needs:

  1. Configuration – maximise the use of simple configuration options
  2. Customisation – use customisation when needing to perhaps add tables, fields, forms
  3. Coding – keep this to a minimum and prevent headaches when upgrading etc.

Links to further CRM Success Factors articles

  1. Executive Sponsorship
  2. Implementation Approach
  3. The Data Factor
  4. The Right Partner
  5. The Right Technology

Are you ready to transform your business with CRM?

Take our CRM Readiness Assessment and find out

CRM Readiness Assessment

Answer a series of multiple choice questions and uncover your CRM Readiness score against key success factors: Strategy, Processes, Features, Users, Data and Integrations, the Project

You’ll receive a personalised PDF report containing your results and recommended actions to prepare your organisation for CRM implementation.

Start the CRM Readiness Assessment

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