• Create BookmarkCreate Bookmark
  • Create Note or TagCreate Note or Tag
  • PrintPrint
Share this Page URL
Help

Chapter 5. Setting Up Microsoft CRM > Arriving at Consensus

Arriving at Consensus

An important factor to consider when embarking on your CRM project is the dynamics inherent in implementing an enterprise application. To illustrate this, consider a scenario where a single individual purchases a low-end contact management product for his/her personal use. In using this product the individual would have to make decisions about values of custom fields and how he/she would plan to use certain functions. Perhaps there is a priority field on the Lead records. The user would certainly develop some convention, albeit informal, to use in defining the options for that field. Now, think through these same scenarios where the package will be used by dozens, perhaps hundreds, of users. There must be some agreement about how to use custom fields and how to define existing ones. In some cases, standard fields will not be used or needed. These decisions affect all users of the system, so their needs must be considered.

Here are two suggestions to ensure that the system is put in place so that it will, as much as possible, serve the needs of all involved groups. First, form a steering committee where at least one key person (a system champion) from each business area is involved. This committee will be present at project status meetings to hear about issues related to the implementation and will understand the overall impact.


PREVIEW

                                                                          

Not a subscriber?

Start A Free Trial


  
  • Creative Edge
  • Create BookmarkCreate Bookmark
  • Create Note or TagCreate Note or Tag
  • PrintPrint