Implementation plan

After conducting interviews and soliciting input through surveys and other means with key users and stakeholders you should be in a good position to develop a phased implementation plan that schedules the delivery of chunks of functionality over the life of the CRM initiative. Depending on your process and methodology, you might start working on some easy low-hanging fruit with users in one area while the scope and requirements in other areas remain vaguely stated in a one-page plan. Alternatively, you might choose to have a multi-year plan with significant specifications for all phases in a set of documents.

In any case, your organization should recognize that its CRM initiative is not just a technology project. For each segment of constituents, the CRM plan should have a strategy targeting the number of constituents involved, the level of their involvement, the quality of their experience in the organization, and a clear sense of how this will help achieve the mission...