Building a CRM system

The implementation of a CRM system typically consists of five phases:

• Survey.  This is perhaps the most important phase of all.  Its purpose is to establish the business requirements of the firm, its objectives and anticipated benefits with respect to CRM, the business culture and how best to ensure the system's success.
• Plan.   During this phase the software is selected and an outline 'straw man' design is created.  A budget and phased implementation plan is prepared, together with a definition of what will be delivered - and when. 
• Prepare.  A fully operational version of the system is created and integrated with the firm's other computer systems.  Business processes are defined, and a core database of contact information is created.  A full implementation plan, including communication and training schedules, is prepared to guide work in the final phase.
• Implement.  The system is initially piloted in one or more locations.  Once the firm is convinced that it is working correctly, it will then be rolled out to the entire business.
• Consolidate.  Ensure that usage of the new system is sustained, assimilate all contact data and ensure it is cleansed, and monitor system usage to ensure the anticipated benefits are achieved.

Finally, there may be the need to renew a system, either because the initial implementation has failed, or because the underlying system is obsolete and requires replacement.

I have experience of all phases of work.  Clients will often seek assistance with the survey, plan and prepare stages, and then manage the implementation and consolidation phases themselves.