After you’ve evaluated the organisation’s departments and processes, the next step in building a CRM project is to build and execute an implementation plan. Here’s how

This plan should encompass the organisation’s current and planned software systems, the budget for the project and the implementation requirements to automate departmental processes.

The integration project itself is not as much about technology as it is about the people, processes, structure and information that are involved. To encourage a cultural shift in thinking and conducting business, key factors such as change management, personnel involvement and clear and frequent communications become necessary.