A Roadmap to Success for Your CRM Projects

  • by George Fratian, CRM Project Manager
  • July 14, 2009
Before setting out on an implementation of SAP CRM, consider crucial tips, tricks, and lessons learned in this excerpt from George Fratian’s SAP PRESS book Planning Your SAP CRM Implementation.
Key Concept

A business case is a document that’s typically written for a senior level audience, and it has to include the reasoning behind an SAP CRM project initiation. It’s the story behind a project or initiative. An ROI document assists the business case from a financial perspective by providing information on the relative gains due to the project’s implementation (as compared to the original investment).

A staggering number of CRM projects fails to meet the objectives. This statistic needs to sink in before you attempt to deliver a CRM project. Your project doesn’t have to become a statistic as long as you follow some tried-and-true best business practices, including starting with a pilot project. You should select a minor project from the perspective of functionality and impact on the organization, but one that will prove the technology and the related business processes.

It’s a given that in order to be successful in any project, you have to build on solid ground. CRM projects are no different than any other projects — from this perspective at least. Here is a recipe for building your project on a solid foundation.

George Fratian

George Fratian is a CRM project manager with more than 11 years of experience in the SAP arena (CRM and R/3). The past five years were dedicated to various projects implementing mySAP CRM systems in different industries such as Oil & Gas, Health Care, and High Tech. He has designed and implemented complex mySAP CRM-based solutions for Fortune 20 companies in the areas of Internet Sales and Online Sales, Sales Force Automation, Case Management, and Interaction Center WebClient.

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