This is the third in a series of articles that focus on a successful Contact Management or CRM implementation.
The third we address is letting a non-professional manage the project. We’ve seen this many, many times. A small firm has a receptionist and/or secretary for the whole firm. The “boss” dumps the retail box with the ACT! CD onto the receptionist’s desk and as he (sorry, it’s usually a “he”) walks away says, “Here, install this, learn it and show the reps how to use it.” This is definitely an inexpensive way ti implement a CRM program. It’s also fraught with problems just as the box hits the desk.
Don’t let a non-professional implement your Contact Management or CRM system. It’ll never fly.
Let’s face it. ACT! is a retail product and can be purchased at retail office supply and electronics stores. It’s common for a small firm to hand over the installation and the implementation to either the office assistant or the local IT guy. Neither knows the planning and preparation required for a successful implementation. Primary issues are: using the correct version, setting up synchronization, database sharing, training and technical support.
Unless you have money to burn and wish to see your staff founder, use a pro to handle the project.