Microsoft Dynamics crm planning Guide
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Implementation overviewThis section expands on the tasks that are required for a successful Microsoft Dynamics CRM implementation. PlanningPlanning is the critical phase that starts with understanding how your organization plans to use Microsoft Dynamics CRM. This includes the following:
For a detailed task list, see Planning Tasks in this guide. DevelopmentThere are three tasks in this group:
Depending on the options selected for your organization, this may also include the following:
For a detailed task list, see "Development tasks" in this guide. DeploymentThis starts with user training, followed by deployment to the production environment. For a detailed task list, see “Deployment tasks” in this guide. Post-deployment: operating and maintainingAs your business evolves, post-deployment maintenance makes sure that Microsoft Dynamics CRM continues to support your business practices. For a detailed task list, see "Post-Deployment Tasks" in this guide. Planning tasksThis section describes the planning tasks that are essential to a successful Microsoft Dynamics CRM implementation. A good implementation plan includes definitions of the general goals you want to achieve, the system requirements that you have to meet, and the timeframe to complete the plan. Business requirements and processes are also mapped to the application. Defining the scope of the projectThe project scope section should include the following:
Identifying the implementation teamThe responsibility for a successful Microsoft Dynamics CRM implementation should be shared by several people and organizations. Some of these include your software vendor, consultant, or other value-added partner, and the people in your own organization who are needed to participate in your implementation team. These people will implement Microsoft Dynamics CRM for your business. The responsibilities of an implementation team include the following:
Members of the implementation team should include people with organizational and planning skills, a comprehensive knowledge of the day-to-day business operations of your organization, and knowledge of Microsoft Dynamics CRM. The team should also include the system administrators whose technical experience should include Microsoft Windows security, client/server networks, database administration, and Web technology. The number of people involved in implementing Microsoft Dynamics CRM depends on the size of your organization. To avoid task and time-responsibility conflicts, make sure that members of the implementation team are either full-time resources or can schedule implementation-related tasks as a priority, especially if deployment is to a large number of users. Team members and their managers must understand and accept the commitment required. Each member of the team must have a well-defined role and set of responsibilities. These roles include the following:
Business owners and managers provide the leadership necessary for success, and guide decisions about the way Microsoft Dynamics CRM is deployed. Although they do not have to understand the details of installation and configuration, they must be aware of the system configuration and maintenance requirements.
In small organizations, this role may be the same as the business owner or managers. In larger organizations, this person provides the link between the project manager and upper management. This person must understand the details of the installation and configuration, understand the schedule, and work with outside vendors.
The project manager is the person who directs the work and makes things happen. This person must understand the details of the installation and configuration, understand the schedule, know the other team members and their contributions, and work with outside vendors.
The system administrator sets up and configures hardware, installs operating systems and supporting software, and installs the Microsoft Dynamics CRM software. In smaller organizations, a Microsoft Partner may handle these tasks. The database administrator maintains and backs up business data. Depending on the size of your organization, the system administrator or another person (such as someone in operations) might be assigned the database administrator role.
Your operations personnel are responsible for maintaining the system on a day-to-day basis. This ensures good system health and failure recovery. In smaller organizations, these roles may be shared with the system or database administrator. Creating a scheduleCreating a schedule is one of the important jobs of the implementation team. A schedule should list the steps that you must follow to implement and deploy Microsoft Dynamics CRM, the time requirements for each step, and who is responsible to make sure that the tasks are completed. It may also determine any risks and dependencies. For example, the following list identifies the main tasks associated with deploying (deployment tasks) Microsoft Dynamics CRM:
Analyzing your business processesYou must have a thorough understanding of how your sales, service, service scheduling, marketing processes, and existing data collection systems work. In addition, you have to have a vision of how you want these processes to work. The best way to analyze your business processes is to use members of your organization who know your business processes. Usually, the experts are the department heads or the people they appoint to do the tasks as part of their job. A successful implementation ultimately depends on its usability and the willingness of users to use it. Therefore, it is very important to engage these experts early in the process. The tasks to analyze your business processes are as follows:
Defining tasks for development, deployment, and post-deploymentTasks for development, deployment, and post-deployment include the following:
Identifying optional componentsDetermine which optional components will be included in your Microsoft Dynamics CRM system:
Identifying hardware and software requirementsAn inventory of your current hardware and software will help determine what you already have that can be used as part of your Microsoft Dynamics CRM implementation, and what must be purchased before implementation can continue. If you have to purchase additional hardware or software, verify availability and delivery dates. These dates, and the time that is required for installation, are external dependencies that affect the schedule. For more information about the hardware and software requirements of the Microsoft Dynamics CRM components, see "System Requirements and Required Components" in this document. Determining data import requirementsThe primary method to put existing data into Microsoft Dynamics CRM is by using the Data Migration Manager. The Data Migration Manager includes tools for importing and migrating data for most entities. Determining customization needsFor each record type, you must determine:
Identifying training requirementsOne of the keys to a successful implementation is to provide training and support for all users to make sure that everyone can use the system correctly. All users will need training on the general use of Microsoft Dynamics CRM, and on your business processes. An effective method is to schedule hands-on training immediately before organization-wide deployment. In this manner, users will be able to put what they have learned into practice. The training plan should include training for several groups of people:
Training should include how to manage users and their access privileges, make changes to department structure, generate reports, review and analyze data, and use any other system features that are relevant to their job responsibilities. Sales managers should learn how to track sales quotas. Service manager should learn how to track resources, manage queues, and manage the service subject list. Marketing manager training should include how to manage lists and campaigns.
Training should include how to create and manage accounts and activities by using the Web and Microsoft Dynamics CRM for Outlook, import lists, manage direct e-mail, create e-mail templates, and generate reports.
Training should include how to manage cases and knowledge base articles, and how to use queues.
Training should include how to define resources.
Training should include how to define resources.
Training should include how to manage contracts, process commissions, view and access data, and other job responsibilities.
Training should include how to configure Microsoft Dynamics CRM, perform backups and other data maintenance tasks, make changes to organizational structure and business policies, customize drop-down lists, provide support to users, create templates, and create workflow rules. In addition to knowing the Microsoft Dynamics CRM product, the technology staff may need experience with the following:
Training resources Microsoft Dynamics CRM includes several tools to help users train while on the job:
Defining ongoing support and maintenance needsAlthough users may be given training and job aids to help them become accustomed to a new product, if they do not use the product, the organization will not realize a return on its investment. A successful implementation plan should include change-management efforts and post-deployment follow-up to determine whether your work force is using Microsoft Dynamics CRM. Development tasks can include any of the following activities, depending on your implementation plan.
Deployment tasksTo deploy Microsoft Dynamics CRM, the following tasks must be performed.
Because the Microsoft Dynamics CRM user interface is browser-based, no special software installations are needed on networked desktop computers. However, for client computers that will use Microsoft Dynamics CRM by using Microsoft Office Outlook, installation of Microsoft Dynamics CRM for Outlook is required.
Post-deployment tasksDeploying a CRM system may involve significant change in process and daily tasks for members of the organization. A successful deployment guarantees that issues and areas of resistance related to this change are identified and addressed through training, coaching, and other change-management practices. As your company uses Microsoft Dynamics CRM, you will likely determine additional areas that need changes in order to match your changing business processes. Department managers must be available to set an example and support the implementation, both by talking about it and by using it. Executive managers must demonstrate an ongoing commitment to show that using Microsoft Dynamics CRM is a permanent change. |