How to gather and document a CRM requirements specification – The ebook

April 23, 2015

I’ve written a lot over the years about the importance of requirements gathering when implementing CRM systems. For me, the CRM requirements specification is the foundation of a CRM project, and I don’t believe there’s any other element that has as much influence on ultimate success or failure. What’s surprising however is that there’s so little [...]

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The zombie CRM apocalypse and ways to avoid it

April 6, 2015

In October last year I passed the ten year milestone as an independent CRM consultant, and at some point in 2015, all being well, I’ll pass the twenty year mark of working in the CRM industry. I mention this because back in the early days tales of CRM project failures abounded. Perhaps this reflected the [...]

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Getting people to use CRM software – two key foundations

March 15, 2015

It doesn’t matter how successful you may have been in selecting the right CRM technology for your organisation and customising it to fit your specific needs, if you can’t get people to use it in a consistent and structured way, then it’s not going to generate much value. Despite the progress that’s been made with [...]

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Specifying CRM functional requirements – twelve things that often get missed

March 3, 2015

In the ‘how to document CRM requirements’ series (part one, if you missed it, can be found here) I noted that there were a lot of areas that people tended to miss when setting out their functional requirements for a CRM system. So the following is a list of twelve items that commonly don’t get [...]

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Waterfall V Agile for CRM projects – why the choice of implementation approach matters

March 2, 2015

If you’re implementing a new CRM system and have been talking to potential vendors about how they would approach a project, I suspect the word ‘agile’ features strongly in their presentations. Go back a few short years though and you would have been hard-pressed to hear the word ‘agile’ being used in many conversations about [...]

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A guide to phasing a CRM project

January 11, 2015

In my recent series on requirements gathering, I noted the need to document the phasing of a CRM implementation. I’ve come to the conclusion over the years that phasing is one of the most critical aspects of implementing a CRM system successfully, and so figured this might merit some further elaboration. Perhaps the starting point [...]

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How to document requirements for a CRM system – part 6

January 4, 2015

In a previous post in this series I set out my thoughts on the content and structure of a CRM requirements specification. In this post I want to cover how to go about gathering them. The starting point, if you’re not reasonably familiar with CRM technology, is to do some initial research. It’s very difficult [...]

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How to document requirements for a CRM system – part 5

December 13, 2014

Last time out I described what I’d expect to see in a decent CRM requirements specification. Putting this sort of document together isn’t a trivial exercise, but the payback from the time invested can be huge. Here are some of the key benefits of this sort of approach: Increased return on investment – the focus [...]

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How to document requirements for a CRM system – part 4

November 30, 2014

In the fourth of this series of posts about CRM requirements gathering, I wanted to cover content. So what needs to be included in a CRM requirements document? The following covers the main areas I’d hope to see: Approach This section sets out how the requirements were gathered, and, importantly, who was involved in the [...]

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How to document requirements for a CRM system – part 3

November 23, 2014

I promised in last week’s post that this week I’d set out my views on what should be included in a CRM requirements specification. However, I’m going to put that on hold for a week. I realised there were some points that merit some articulation first. So, to help set the scene, here are a [...]

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