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Understanding Business Processes: Critical to CRM Implementation Success

I learned very early in my career that for an implementation of a business system to succeed, the focus has to be on how the system supports, integrates into, and enhances business processes. This implies that the business has strongly defined business processes. It is crucial to CRM implementation success as well.

If the business is managed by any level of chaos, with each department, team, and individual working without standardization or best practices, the chaos will exist post-implementation and often is much worse than before the implementation.

Too often, business leaders assume because they are implementing new technology, the business will improve and give better results. New business systems alone cannot achieve the impact required to justify the expense of the implementation.  The steps to success begin long before the decision to start a CRM Implementation Success is made. These are the steps that analyze business operations to identify best practices and standardize these practices across operations.  The most successful businesses have a tight rein on their processes with a deep understanding of what makes them work.

It is a deep understanding of the process that enables the successful integration of a new business system such as Dynamics CRM into these processes. As much as you must possess a deep understanding of the process, you must also possess an equally deep understanding of Dynamics CRM to maximize its benefit to the business and to identify opportunities to improve your processes.

Keep in mind that nothing we have described here is easy or accomplished without a high-level dedication and support from the top levels of management of your company.  Our methodology, Propellor, is designed to revolve around the business process as its center.  Successful implementations of Dynamics CRM begin with the process, and never stop the cycle of process improvement.