So far, this book has dealt with the topics of introducing CRM concepts, understanding why CRM requirements differ from one organization to the next, and then studying CRM in detail by installing and using SugarCRM Community Edition (and an array of add-ons) as a candidate CRM solution for your small or medium-size business.
Now that you have a good background in CRM terminology and capabilities, we will study some of the real-world challenges of introducing a new CRM solution into an organization. The goal of this chapter is to leave you with a good understanding of how to approach and structure your own CRM implementation project, with a focus on the following important topics:
The key steps to a successful CRM implementation
The CRM training process—awareness, familiarity, and buy-in
Going live: Stepwise introduction—evolution, not revolution
Continuous feedback and enhancement
As you will discover, one of the keys to a successful CRM implementation...