Critical Success Factors
- Focus on outputs – Don’t focus on the process. Process is a tool to deliver the result, not an end in itself.
- Execute an ongoing communication plan – This should be aimed at all stakeholders, be they customers, investors, employees or suppliers. It should focus on benefits expected, route to achieving them and the role people can play in making the CRM program happen. Different emphasis and depth for each audience and required.
- Fall to prepare, prepare to fall! – You would not start building a house or set out on a flight if you had no blueprint or flight plan. Plans are living things, they need constant updating and monitoring. They should be the key tool for determining the status of the program or projects. Plan you work and work your plan!