Avoiding a CRM Selection & Implementation Mistake

Trillium Solutions Group, Inc. is a professional services firm headquartered in Chicago. Trillium Solutions Group can partner with you to provide recommendations on how to avoid CRM selection mistakes.
 
CHICAGO - March 14, 2013 - PRLog -- Many organizations want to quickly implement Customer Relationship Management systems to manage their sales channel and customers.  A recent CIO.com article (http://www.cio.com/article/722340/10_CRM_Mistakes_and_How_You_Can_Avoid_Making_Them?taxonomyId=3000) by Jennifer Lonoff Schiff lists a number of mistakes organizations make during the system selection and subsequent CRM implementation.   They include:

Not considering end users and how they’ll use the system
Not choosing a CRM solution that is sales rep friendly (i.e., mobile in today’s environment)
Choosing a CRM solution that cannot scale to the organization’s growth – organizations need to look at potential solutions with a critical eye to the future
Lack of social media integration--or ignoring social media as a CRM tool – this is an area that is only going to expand
Not integrating the CRM system with other key systems – particularly email, which statistically results in revenue gains
Lack of defined business processes – this is a key to fitting a system to an organization
Inconsistent nomenclature, with no guide on how to refer to accounts – for example, having numerous entries for the same company (XYZ Company, XYZ Co, XYZ Co Inc.)  This often causes users to abandon the CRM in favor of spreadsheets, which is generally one of the reasons for implementing a CRM in the first place.
Too many fields – for example, too many required fields inhibits entry of customer information into the CRM
Being overly ambitious – trying to implement too many features at the very beginning of the project makes it difficult for users to effectively navigate and use the system, impacting system acceptance
Not establishing metrics to measure success – otherwise, how do you know whether your implementation was successful?

Trillium (http://www.trilliumsg.com/) has completed numerous CRM system selection projects, and recently did a CRM selection for a client in the financial services industry.  While the firm clearly understood their business, they also understood the value of having an independent third party leading the selection process with a critical eye toward the future.  Trillium partnered with the client to select the solution that met their needs taking into account the pitfalls outlined above, and can provide you with more thoughts on how to avoid CRM selection mistakes.
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