By Patrick R. Cahill
The Setup: The Situation – Not The Software
Everyone in the office is talking about it. Excitement, nervousness – when is it going to happen?
"I heard next week."
"No, it's going to be after the holiday."
You enjoy the buzz. After all, it's all about your project: you're bringing the firm from that old, crummy, quirky database program to the shiny, brand new Customer Relationship Management (CRM) application.
Unfortunately, all that buzz comes with additional pressure. Pressure to quickly deliver a new CRM system and provide the perfect marketing and sales machine. Magically, once everyone begins to use the new CRM application, all of the current troubles will be gone. Right?
Wrong. Only through careful planning will you be able to execute the new CRM tool to match expectations.
The Approach
Six basic steps need to be taken if your new solution is to avoid the pitfalls and disappointments of its predecessor:
1. Develop an understanding of who is going to use it and how. Not merely a surface level understanding but a true comprehension of how it is going to be used day in and day out.
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