Successful implementation is the key factor to usability of CRM in business scenarios. A simple CRM initiative will benefit from concentrated, methodical professional approach to consulting assistance. It is obvious as a business implements a CRM once in probably 8 years but CRM consultants implement number of projects a year.

Statement of work is the basis of implementation and the plan should contain elements related to the implementation such as approach, plan and deliverables. It should also detail the responsibilities of the customer and the consultant with clear definition of assumptions, risks and impact of the implementation.

Project approach defines the consulting firm commitment on work accomplishment, reporting frequency and format. Project plan is a task and time related document outlining the major tasks with time lines and date to go live. Deliverables are outcomes of work accomplished such as database installation, data conversion, customization of reports, training and form customization, modifications and enhancements completed. Responsibilities outline the customer and consultant dependencies and work limitations. Assumption, risks and impacts are the clauses that involve ‘out of scope’ tasks, effect of the implementation on existing systems if any and the fallouts if any due to implementation.

Other implementation terms should also be included. Billing information, payment terms for different areas, terms of notification on project breaking estimation in terms of time and cost, list of elements bundled along with the implementation such as software etc and a  clear definition of start date and go live date.

Implementation is a unified effort of human resource, business process, technology components and success depends on the well defined scope of  requirements and ideal CRM software selection.