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Effective CRM Development Strategies: Insights from Haringey Council

This document, presented by Dr. Cliff Evans in June 2006, outlines key principles and best practices for successful CRM development programs, learning from Haringey Council and other organizations. It covers essential steps for starting your CRM journey, including project scope assessment, clear business objectives, governance, and strategic alignment. Emphasis is placed on partnership collaboration, robust communication frameworks, and ongoing benefits tracking. The aim is to ensure that the CRM system not only meets immediate needs but is also a sustainable platform for future growth.

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Effective CRM Development Strategies: Insights from Haringey Council

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  1. Successful CRM Development Programmes – learning from Haringey Council and others Dr Cliff Evans June 2006

  2. Overview • Getting started • What you need to know before you even get started! • Getting through • Working as a partnership: • Best practice planning and management • Developing a robust communication framework • Getting the outcomes • Ensuring your system meets the strategic objectives • Ensuring a platform for the future • The result CRM Implementation Best Practise

  3. What you need to know before you even get started! • Business drive must be clear: • IEG and eGov targets are not enough • Customer service strategy • Business case must be understood • Why are you doing it • Budget • Project management model needs to be clear • Governance and steering • Dependencies on other programmes • Technology strategy and integration • Commercial model • How are you working (T&M etc) • Working principles set, where are we working CRM Implementation Best Practise

  4. Getting through • Working as a partnership: • Assessing the scope of the project • What are the project aims and needs? • How does it fit with other programmes • Best practice planning and management • Clear and easy to understand, PRINCE II • Benefits tracking, dependencies • Migration planning must address data cleansing • Developing a robust communication framework - engaging the team • Very clear multi-level communication • Right type of communication to each group • Involvement of operational team throughout CRM Implementation Best Practise

  5. Getting the outcomes • Ensuring your system meets the strategic objectives • Business plan driven by IEG • Evolutionary approach • Customer service strategy • Ensuring a platform for the future • Vanilla, very robust push back, avoid scripting • The result • Benefits tracking and approach • Implemented and works and in use and rolled out successfully CRM Implementation Best Practise

  6. Conclusion Dr Cliff Evans June 2006

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