CRM projects are special because they try to standardize processes in areas where tight process based operation is not common, and where highly qualified and independent employees work. Therefore a CRM project's success relies highly on change-management and the quality of the project. According to our experiences, the following are the most significant factors for success in a CRM project:

  • The commitment of senior management and direct participation in the project,
  • To define the goal and its unequivocal, continuous communication,
  • Continuous participation and information of the whole user-base,
  • Proper formation of the project team,
  • Planning and prioritization of the necessary processes,
  • Planning of the software solution,
  • Easy-to-use software interface,
  • Quality and method of education.

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