Discussion Topics. CRM Rapid Implementation Quick Win or Quick Waste? Sarawoot Lienpanich GloriSys Limited. Some definitions and why Quick Win

Transcription

1 1 CRM Rapid Implementation Quick Win or Quick Waste? Sarawoot Lienpanich GloriSys Limited UKOUG Conference 2005 Discussion Topics Some definitions and why Quick Win What cause the problems? QuickWin Strategy Summary / Q&A

2 2 Some Definitions and Why Quick Win CRM CRM = Retention + Profitability Growth Over hyped, Overpriced, and Over here Business concepts, processes, and people supported by system and technology

3 3 QuickWin Project QuickWin not Quick n Dirty Time-box implementation or Fast Forward Software focus IT s favourite Sold by software vendors and service providers Vanilla implementation - Proof of Concept/Pilot A lot of assumptions A lot of exclusions Quick Win Becomes Quick Waste Software implemented but nobody uses Run out of budgets Does not meet management s strategic intents Does not improve customer relationship Blame it on Oracle

4 4 False Claims from Oracle? Oracle CRM does work as shown in demos It can be up in 90 days It can be customised Data conversions can be done with ease using our APIs It s a bargain in term of time/roi False Claims from Your Consultants? We can bring enterprise-wide strategy, processes, and system for your CRM We have skilled resources and Quick Win methodology We can implement it in no-time It is cheap (but you do most of the works)

5 5 Who to blame? What Cause The Problems?

6 6 Wrong or No Strategy! Unrealistic assumptions and scope IT led project Budget underestimated Lack of credible and active sponsorship No user buy-in Unrealistic Assumptions and Scope Organisation readiness vs. Quick Win assumptions You are responsible for making creating and sustaining conditions to meet the assumptions Too confident in the ideal world set in scope Misunderstood Change Management is a part of IT support

7 7 IT Led Project IT normally don t want to be in the driver seat but the business does want IT be Project becomes software and technology focus, not the business Diminish chances of user buy-in No active sponsorship Budget Underestimated Tasks of defining budget usually fall into IT Underestimate Data migration and data cleanse Consulting cost Change management Total cost of ownership per user per year Budget for Quick Win project only Think We can do the rest ourselves

8 8 Lack Credible and Active Sponsorship Involvement or commitment? Executive sponsor or executive struggler Involvement but no commitment Real executive sponsor CRM project is a part of his/her objectives Who goes into board meeting propose and defend his/her CRM project Assign project owners Users Buy In CRM = Executives love it but users hate it. People need to buy-in the concept before implementing technology Not understand users a day in their life and personal motivations No benchmark on user activities

9 9 QuickWin Strategy Development Strategy Approach Business Business Processes Processes Process Process Mapping Mapping Oracle Oracle Business Business Processes Processes Processes and Systems Maturity Functionality Functionality Candidates Candidates Oracle Oracle Functionalities Functionalities Familiarisation Requirements Requirements Scope Scope Technical Technical Assessments Assessments Scoping Exercise Strategic Strategic Intents Intents Strategy Other Other Project Project Circumstances Circumstances

10 10 Understand Organisational Transition Evolution Zone Evolution Zone Strategy Implementation Adoption Safety Zone Safety Zone Processes and Systems Readiness Processes Understand Oracle CRM processes. Ask for OBM from Oracle. Detailed cross-functional processes and your customer lifecycle. Map your processes to OBM and identify functionality candidates and gaps Get your own assumptions, exclusion, and scope. Systems Understand current systems that are supporting entire processes and customer lifecycle. Be practical on data migrations, consolidations, and data quality Make sure you know all the islands

11 11 Oracle Business Model Plan Source Make Market Sell Support Concept to Release Procure to Pay Campaign to Lead Lead to Order Forecast to Plan Demand to Build (Discrete) Order to Cash Contact to Resolution Problem to Prevention Inventory to Fulfillment Contract to Renewal Enterprise Management People to Paycheck Supply Chain Project to Profit CRM Accounting to Financial Reports Back Office Oracle Business Model Execute Campaign to Web <Manual> Regional Offices and Internal Users <Interface> IBNet Interface CM7302 Register and Manage School Profile Account Access Restricted? YES CM7305 Register Users for Account CM7306 Manage User Access // Security The process of a school representative entering new school registration information on the site. NO CM7301 Register and Manage User Profile (B2C) The process of a new customer entering the necessary information to register on the site. The process of The process of providing access to providing access to users and groups of users and groups of users users Web Prospect to Shopping Cart Enterprise Roles Sales Flow Value Statement Outside Roles Customers

12 12 Candidate Functionalities OBM Ref Functionality Process Ref Modules Priority Potential Issues / Workaround ebusiness or Manual Est. Efforts Additional Info Scoping Panel All stakeholders Panel decision on each candidate functionality Result for each candidate functionality QuickWin Next phase Drop

13 13 Project Definition Goals and Objectives Scope and assumptions Future processes and Functionality Matrix Standard and additional functionalities Roadmap and workplan Risks Strategy

14 14 Summary You are not implementing Oracle but you are implementing new CRM ebusiness Process with Oracle CRM software to support your process transitions QuickWin implementation approach work very well when: You are ready and you have correct strategy You know your process and system transitioning You set correct expectations to all stakeholders Quantify and qualify your risks Some Recommendations QuickWin is only the starting point, not the destination for your CRM! Due Diligence!

15 15 Questions & Answers