Lead or Languish: Why Microsoft Dynamics CRM Programs Require Top Management Leadership

All successful CRM implementations have solid user adoption programs and business-ready CRM processes. Often overlooked, however, is the role of executive leadership and how C-level executives can play a vital role in selecting, executing, and continuing development of CRM programs.

Certainly you will not be able to attend every meeting discussing CRM needs or functionality, but there are three main areas where executives should lead during a CRM program.  You should take a strong role in building the CRM roadmap, putting the plan into action, and continuing CRM program development.  These areas correlate to the important aspects of a successful CRM program: selecting the correct CRM tool, implementing CRM with managed expectations focused on business processes, and continuing investment in your CRM program.

When you choose to implement a new CRM application or replace an existing CRM system, it is critical for the executive team to lead this process. Why? Because CEOs, COOs, CMOs, and CIOs should all have documented expectations from any CRM engagement.

It is critical to outline key performance indicators and metrics before you select a CRM application.  Often businesses leverage Microsoft technology, from Outlook to Word and Excel.  Microsoft Dynamics CRM provides the consistent look and feel of Microsoft applications and is seamlessly integrated with the Office suite, including Outlook.  You can extend the Microsoft reach with integration to SharePoint, too.

Leadership should also be involved with selecting the services provider.  Within the Microsoft CRM world, there are many partners in the CRM space.  Executive leadership needs to oversee the selection of a partner using CRM demonstrated knowledge and successful implementations within your industry as criteria for the decision.  Your partner must be able to prove they can lead you through your CRM implementation, should readily demonstrate their own ...