The approach to implementing a CRM system is as important as the CRM itself. CRM Online has refined their approach over a number of years and is able to provide the benefits of this experience to our clients.
Methodology
CRM Online leverages the Agile development methodology during the implementation of CRM systems for our clients. Agile development is a software development methodology based on iterative and incremental development, where requirements and solutions evolve through collaboration between self-organizing, cross-functional teams.
The following principles underlie the Agile Methodology:
- Simplicity
- Complex projects are broken into smaller, more reachable goals
- Customer satisfaction by rapid delivery of useful software
- Working software is delivered frequently
- Close, daily co-operation between business people and developers
- Face-to-face conversation is the best form of communication (co-location)
- Continuous attention to technical excellence and good design
- Regular adaptation to changing circumstances
This approach is ideally suited to the implementation of CRM systems as it's quite common that the requirements for a CRM will be adjusted as the end users become familiar with the capabilities of the system.
Refer to the figure below.
Agile Development for CRM
Based on this methodology, CRM Online takes the approach of simplifying the CRM implementation down to smaller stages where the CRM is rolled out to the end client during each stage.
The benefits of this approach include:
- Shorter time to initial implementation, meaning that the client can begin to experience the return on investment sooner
- Reduced risk due to improved understanding of the clients business requirements. Our goal at CRM Online is to become a close partner in the development of a clients processes and systems. As a result, as a project progresses, our understanding of a clients requirements as well as the clients understanding of what can be done is enhanced.
- Improved client satisfaction as the client is able to provide feedback during each phase of development and see progression towards an end goal.
SugarCRM lends itself ideally to this approach as it provides a platform that can be rapidly customized while maintaining a working product.
