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Dynamics CRM - Planning for Success

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When commissioning a Microsoft Dynamics implementation (or any IT project for that matter) many organisations focus on the external project factors and they don't always look inward at how change will impact the organisation.

While a project has a start, middle and envisaged end the reality is the ripple effect of change follows on and in order to get over the last hurdle it is imperative that change is managed.

In every project there is an element of risk and often the greatest risk is not the solution, not the technology, not the partner, it is the change itself, and the impact it has on the business.

In our experience change needs to be managed from the outset - planning for this will vary depending upon the project scope, complexity and the people involved.

A few simple tips to consider that some of our clients have adopted to mitigate change are:

  • Plan for change at the outset
  • Ensure that success factors are clearly agreed before the project starts
  • Create a realistic project plan - phased delivery may greater benefit and allow for adjustment between phases based on real user feedback
  • Involve users early in selection and design processes. Getting buy in from the parties that will use the system is critical. Involving them in the selection process will ensure that they are actively motivated to make the project succeed.
  • Prepare and execute a communication strategy
  • Get strong buy in and support from the top / down. CRM projects will not succeed if only some of the users are committed.
  • Use business champions to help roll-out the delivery. They will be able to help people on the ground day to day
  • Where applicable undertake road shows across different sites to share the vision, plan and execution.
  • Create a knowledge hub e.g. intranet support
  • Don't skimp on the training
  • Adopt a train the trainer approach to be self sufficient
  • Walk the floor on launch, provide support to smooth out early issues
  • Encourage feedback, accept good ideas for further change
  • Celebrate success, but plan for more change!

11 Feb 2014

About the Author

James CTwo is our blogging alter ego for the Dynamics CRM and Web experts here at C2. We have a passion for anything CRM, Web Design or Social Media. We love writing about it! Find us on YouTube & Twitter.

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