Checklist for CRM-implementation

Johan Johannesson

When you are thinking about implementing a CRM-system, there are in our experience quite a few things to consider. Both organizational needss och business needs have to be considered as well as a plan for support and how to manage the system. Here is a checklist of things to consider when evaluating what kind of CRM you are going to need in order to maximize the system value for your organization.

Clarify organizational needs

  • Ensure quality in communication with clients and other external contacts to lay the foundation for long term relationships, e.g. “making sure the left hand knows what the right hand does”
  • Increase collaboration across line of business units, such as admissions and alumni relations, professional education and student communications
  • Increase data quality, establish a clear single point of truth.
  • Reduce dependency on individuals within the organization, e.g. avoid multitude of personal systems Excel files and  with information structures that is not understandable by others. 
  • Ensure compliance with relevant laws and regulations such as the GDPR for processing personal data
  • Cost efficiency

Clarify line of business needs

  • Make users life easier – efficiency
  • ease of use – use specific terminology for alumni, for professional education, for fundraising – generic sales terminology creates a barrier for users
  • specific tools for each line of business, such as alumni registration forms, course registration forms, newsletter templates, etc.
  • predefined reports with relevant key metrics for each business 
  • Integrated communication tools for email, text messaging and postal mail.

Evaluate IT infrastructure, potential integrations and data import

  • Student administrative system. Usos 
  • Communications. Microsoft Office, including Outlook / Exchange?
  • Migration and imports of existing data. Ensuring data quality and matching records from separate systems.

Plan for GDPR compliance and ensure a privacy first design, with regard to the specific GDPR rules for state owned entities.

Plan for support, policies and system governance

  • CRM policy and internal terms of use
  • Internal support organization
  • Vendor support – technical
  • Vendor support – internal end users

 

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