It’s not uncommon for companies to spend from 6 months all the way up to 2 years on an internal requirement gathering process before they even start the actual CRM project. Needless to say, taking such a long time before making an agreement with a partner, selecting software, or before any implementation is even started is not a good way to ensure an ROI. In most cases, the companies could have started right away and gotten their implemented solution to the market much faster.
Considering this, most CRM projects could be implemented, as in live, in the same amount of time that most companies take to do just the anal- ysis. That is a long time to wait (and money wasted) before reaping the benefits and gaining a return on the investment.
We see it in a different light.
Most companies believe they are ready for CRM when they know their requirements. We see it differently.
Being ready does not mean a detailed requirements list is ready, it means you have an idea of where to find your business value and how the CRM initiative will impact your organisation. Then it is just a matter of getting started. Organisations are dynamic and continuously evolving, so chances are that if you spend 6-18 months delving into the details, those details are only going to change during the course of your analysis. You will also delay your launch and thus miss the opportunity to reap the rewards much earlier.
When you start the work with your CRM partner you will reach a new awareness of the possibilities. So to be most effective with the time spent before an engagement we recommend that companies focus on the overall processes and where they can deliver value, rather than on specific detailed requirements.
Don’t delay your ROI by using all the time up front analysing the possibilities – get an idea of where you can get the business value and move forward. In summary, understand the areas you want to go into, but do not go deep into details, go into it with your solutions partner onboard and save your company time and money.