Introduction
Customer Relationship Management Software continues to mature.  Even the low-end products on the marketplace are loaded with features including web integration and wireless connectivity.  Although the products are better than ever, many companies have been unsuccessful in implementing these systems within their organizations.  Here are some helpful hints based on our fourteen years of experience in this field.

Needs Assessment
In order to implement a successful CRM System, you need to understand your needs and requirements.  This is done through a needs assessment process that should be facilitated by a professional.  Make sure that you have involvement from each department within your organization and get input from staff, management, and the executive team.  Each level of staff and management will have different requirements that need to be considered.  As part of this process, you have to prioritize the importance of each requirement.   This is not an easy job but extremely important.  This will be the blueprint for your product selection and initial implementation.

We recommend identifying a couple of key areas that if automated, would lead to a good return on investment or address an administrative issue.  Use this initial stage as a building block for future upgrades and enhancements.  An easy to use system with strong initial buy-in will result in a strong foundation to build upon.

Training
Training is an on-going process and needs to be properly planned.  Keep the classes short and customized to address what each participant will be using in their own particular job.   Provide them with an easy to read manual that can be used as a resource in the future.  Advanced training and refresher courses should be provided throughout the year.  If your end-users are comfortable with the product and are properly trained, you will have a successful system that people will use.

It is very easy to get frustrated and disillusioned with a system if it is not properly supported.