One of the things that I’ve learned over the years is that there are a number of different approaches to implementing a CRM. Eligeo CRM deploys a very simple and highly engaged agile approach to implementing CRM. If you’re not familiar with Agile methodologies let’s simply put it this way:
Build quickly, get feedback as often as possible and deploy as soon as possible.
I can tell you that every single CRM implementation that I’ve been involved with there has always been a number of change requests to the installation over the lifecycle of the project. We now manage that by implementing a number of iterations throughout the CRM installation to ensure that we keep our client highly involved in the process so that they can provide feedback quickly.
Every organization tries to be “agile” but it is increasingly hard as it takes a project manager and development team that is open to criticism and constant changes. Remember, people hate change. That’s why it takes a special type of person to embrace the changes that come forward from a client.
So what does a simple implementation look like when you work with Eligeo CRM?
- We run our Technology Business Assessment workshop to collect our high level requirements to get a good grasp on our clients’ wish list of requirements but also to give us a good understanding of what their business is all about.
- We then deliver a detailed blue print plan on the initial approach for the CRM implementation.
- When the project kicks off we work with the Project Sponsor to lay out the plan for our first iteration. We never go longer than 2-weeks for CRM development and no shorter than 1-week.
- Every day of the iteration cycle we have a daily scrum meeting for about 15-45 minutes to review outcomes from the day before and the plan for the current day. We’re keeping the client in the loop and verify requirements as we go along.
- At the end of each iteration we provide documentation and basic training for a User Review that the clients go through. Some may think of this as User Acceptance Testing.
- Finally, we collect feedback and add more requirements to our backlog.
- Then we do it all over again for another iteration.
What about the detailed requirements many will ask? Well, during our scrums and prior to the iteration we do a bit more analysis on the high level requirements that have been requested by the client. The goal here on requirements is to minimize documentation as much as possible. In fact, there will be little documentation other than the training / delivery documentation at the end.
Well, to be honest none of our clients every really read the requirements anymore. Plus, since we are such an agile organization we can work on the fly to modify requirements to the clients preference.
That’s a little bit about how we handle our projects at Eligeo CRM. I’ll try to share more on how we handle certain aspects of projects in future blogs as well.