PERITUM Consulting Inc.

Peritum helps companies implement CRM
right the first time

Success is possible.

A leading research firms indicates that over 70% of all CRM projects fail. Your project doesn’t have to become a part of that statistic.

It’s critical that your CRM project has a clear, justifiable project plan. The plan could be for a short phase or for a longer implementation, but the key questions that you should be able answer are:

• "How will you know when you are done?"
• "What is the definition of success?"
• "How much is this going to take in terms of time, cost and resource?"

Another important aspect of implementing CRM successfully is to ensure the right people are involved. Senior management must be involved, and the project team should include other people besides IT. These people include:

•	The Executive Sponsor - usually the VP of Sales or Marketing – is the champion and evangelist for the project. This key leadership position sets the pace and visioning for the solution.
•	The Steering Committee - meets frequently throughout the project lifecycle and clears any obstacles that are put forward by the PMO/Project Manager.
•	The Business Team - is critical for solution design, including software/screen customization, process re-design and training program strategy

CRM is not only software.

Many companies make the mistake thinking installing a commercially-available CRM software package – or using an on-demand system – will bring them success.

No matter if your CRM project is small or large, companies must address three key dimensions in order to experience success.

People

Training is only one component of the "people" dimension. Getting users to accept – and use – the new system is the key to success. Therefore, change management and communication is critical. Communicating upcoming changes -- and how those changes will positively impact users – is central to end-user adoption.

Peritum has extensive experience with change management and has designed and delivered many effective end-user training programs. This, combined with our proven strategies for user acceptance go a long way to helping companies achieve success with their CRM programs.

Process

Many companies don’t realize that by applying technology to existing inefficient processes, they’re just "speeding-up the mess." It’s critical to get key sales and marketing processes right during the design part of implementation, as this will drive the training program and how the technology (software) will be customized.

Peritum designs clear workflow related documentation that brings people together to understand new processes and how those processes will be melded into their daily routines. This is a key deliverable and is useful for the training and design aspects of the project lifecycle.

Technology

This is the area most organizations think of when implementing CRM. Many organizations are unfamiliar or uncomfortable with changing business processes or how to effectively address changing people’s behavior. Technology is more tangible.

Peritum brings a wider aspect when it comes to managing technology implementations. We incorporate the "big picture" by constantly keeping in mind the originally-stated objectives and anticipating the practical usage of technology by end-users. We know how salespeople work and this foresight is vital when designing and customizing software for them.

Contact Peritum today to learn how we can help you make CRM work at your company.