Transcript GKN Company Profile

Successful CRM Development Programmes –
learning from Haringey Council and others
Dr Cliff Evans
June 2006
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
© 2006 Capgemini – All rights reserved
CRM Implementation Best Practise
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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
© 2006 Capgemini – All rights reserved
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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
© 2006 Capgemini – All rights reserved
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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
© 2006 Capgemini – All rights reserved
CRM Implementation Best Practise
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Conclusion
Dr Cliff Evans
June 2006