Over the last few years, I have helped implement and/or been the project manager on a number of Single Customer Views and Single Supporter Systems. This episode covers some of the lessons I have learned from doing so. Although for those of you who want a 30 second overview, I can sum up my lessons learned as follows: it’s the people and processes which are the difficult parts, the technology is the simpler bit. Although do note I said simpler, not simple…
Therefore, in this episode I am going to discuss some lessons I have learned whilst working on implementations of Single Customer Views. This is something which probably deserves a book, let alone a short podcast, but here goes anyway! So with that in mind, I’m going to go through 7 key lessons which I have learned, which in themselves won’t tell you how to implement a single customer database in itself, but I hope will complement any such process you are considering or already implementing.
Lessons Learned from Implementing Single Customer Views [ 18:19 ] Play Now | Play in Popup | Download
I strongly believe that whenever an organisation is reviewing or implementing a CRM system, it is important to understand that it is not just the software itself which needs to be considered – it is critical for them to consider their whole operational and organisational environment within/related to the system, and sometimes outside the area of ‘information systems’. This is the best way to ensure the success of such a project.