Successful CRM implementation 'should be celebrated'

The implementation of successful customer relationship management (CRM) is a milestone which any company deserves to celebrate, according to a business management software expert.

Roger Strain of Bizcommunity said that often the occasion slips away "like an unwanted birthday, unnoticed and unheralded", with anti-climactic factors such as postponed go-live dates sometimes making people less warm to the system once it is available.

However, organisations must use it as a means of strengthening a team and cementing its usefulness.

Managing this change to CRM is one of the most important, if not the most crucial factor in its success, Mr Strain added.

He concluded: "If it's not possible or affordable to run a full-scale change management programme, then at least plan your project and its milestones to win user acceptance and celebrate the project's achievements."

Earlier this month, Lexus adopted a CRM system as a means of keeping in closer contact with its customers and improving online retailing following a successful ten-month pilot.

Small Business Management Software from Atlantic Global OnDemand.

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