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CRM 2011 - Implementation Philosopy

Posted on 2012-03-24
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Can anyone share their experience in implementing a CRM solution from very beginning, i.e. the requirement.  How detail do we need the requirement?  What aspect of the design should we pay more attention?  And what other aspect we need to pay a lot of attention?
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Question by:tommym121
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Chinmay Patel earned 2000 total points
ID: 37762054
Hi Tommym121,

I wouldn't dare to answer this question as it is a very gray area and  mostly have many[ranging from 10 to 100] parameters when you choose to execute a given step in this manner or in an alternative way.

Implementing CRM goes beyond a standard software implementation but at core of the entire excercise the elements are one and the same.

I strongly recommend that you download and utilize Microsoft Dynamics SureStep Methodology : http://technet.microsoft.com/en-us/library/dd979122.aspx.

It has many templates and actiities described to take you through the entire process.

To answer your specifc questions
How detailed do we need the requirement ?- Check SureStep, it has templates to capture requirement, you will add/remove elements as per your scenario.

What aspect of the design should we pay more attention? - EACH AND EVERY[Caps Intentional] as you can not possibl ignore any element when it comes to design. You can add more focus to a given area if your customer requires it. For example some customers are ok with Process Flow but want simple UI. some are ready to sacrifice UI to simplify development work and total implementation effort. Take leadership here, get what your customer wants and tune your mind to implement CRM as they want it. Afterall your customer is going to use CRM and if it is not what they want to use, there is a good chance it will fail. As such this applies to every software out there.

I hope my answer makes sense, as I mentioned earlier, it can be tricky to define Implementation Philosophy.

For me, I try to understand what my customer wants, if I have a better solution, I suggest it to them, if they still want to go with what they had in mind, I simply put a note on the same[for future references, in case they come after me saying you didn't do the right thing - lucky I am this has not happened to me yet] and try to provide the best I have.

Regards,
Chinmay.
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Author Closing Comment

by:tommym121
ID: 37762868
Chinmay,

Thanks for  your insight.   I am appreciated to help me for such a subjective topics and I really like your objective view and your practice.  Thanks again.
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by:Chinmay Patel
ID: 37763099
Glad I could help :)
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