It’s sometimes said that there’s no such thing as an IT Project, only business improvement projects that have an IT dimension. The same principle clearly applies to Customer Relationship Management (CRM) projects, whether or not they make use of cloud technology such as Salesforce.com.
The challenge for organisations therefore is to stand back from the “whizzy technology” and “agile implementations” promised by CRM Vendors and IT Consultants and start by answering the question “what do we want to achieve?”. You need to separate “achieve” from “implement”.
I’ve written a short article describing how a combination of Balanced Scorecard thinking, Process Improvement and Change Management are all essential ingredients for organisations that are considering “implementing a CRM system”.
You may also be interested in reading: Cloud plus process: a recipe for success?.