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Successful CRM Development Programmes – learning from Haringey Council and others

Successful CRM Development Programmes – learning from Haringey Council and others. Dr Cliff Evans June 2006. Overview. Getting started What you need to know before you even get started! Getting through Working as a partnership: Best practice planning and management

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Successful CRM Development Programmes – learning from Haringey Council and others

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  1. Successful CRM Development Programmes – learning from Haringey Council and others Dr Cliff Evans June 2006

  2. Overview • Getting started • What you need to know before you even get started! • Getting through • Working as a partnership: • Best practice planning and management • Developing a robust communication framework • Getting the outcomes • Ensuring your system meets the strategic objectives • Ensuring a platform for the future • The result CRM Implementation Best Practise

  3. What you need to know before you even get started! • Business drive must be clear: • IEG and eGov targets are not enough • Customer service strategy • Business case must be understood • Why are you doing it • Budget • Project management model needs to be clear • Governance and steering • Dependencies on other programmes • Technology strategy and integration • Commercial model • How are you working (T&M etc) • Working principles set, where are we working CRM Implementation Best Practise

  4. Getting through • Working as a partnership: • Assessing the scope of the project • What are the project aims and needs? • How does it fit with other programmes • Best practice planning and management • Clear and easy to understand, PRINCE II • Benefits tracking, dependencies • Migration planning must address data cleansing • Developing a robust communication framework - engaging the team • Very clear multi-level communication • Right type of communication to each group • Involvement of operational team throughout CRM Implementation Best Practise

  5. Getting the outcomes • Ensuring your system meets the strategic objectives • Business plan driven by IEG • Evolutionary approach • Customer service strategy • Ensuring a platform for the future • Vanilla, very robust push back, avoid scripting • The result • Benefits tracking and approach • Implemented and works and in use and rolled out successfully CRM Implementation Best Practise

  6. Conclusion Dr Cliff Evans June 2006

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