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Chapter 17. Installing and Maintaining V... > Implementation Strategies for CRM Pr...

Implementation Strategies for CRM Projects

CRM projects often span the enterprise, requiring widespread acceptance for their success. To develop that acceptance, we can utilize the 80/20 rule to help us understand how to promote the goals of the project. We can assume that 20% of the audience is already eager to embrace a new CRM system. This 20% can be identified as the early adopters of the enterprise. These early adopters are quick to embrace change, will readily see the value of the initiative, and will likely provide their support.

Another 20% will be opposed or indifferent to our CRM project. As slow adopters, they will not be easy to convince, and will remain cautious for the duration of any new initiative. These skeptics can raise valuable questions that help us run a tight ship, but their contribution usually comes later in the project. Initial efforts require more support than criticism.


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