KCRM
systems can be hefty investments. 7 key points should be kept in mind during
the deployment phase
Deployment
must encompass technology and nontechnology issues: Training, reward systems,
and integration of business processes and systems must be explicitly considered
during the deployment phase.
Decomposability
facilitates modularity: Complex systems must be decomposed into
chunks-technology modules that fit together and can be implemented together as
a single whole-to allow results-driven systems that solve current, not past
problems.
Prototyping
provides inexpensive rejection insurance: Prototyping requires that team
developing a system put working version of their unfinished product or its
functional subparts in the hands of future users. In the case of KCRM systems,
this user population might include internal staff, external partners, and
occasionally, customers.
The
waterfall method family is a no-go: These big-bang delivery methods worked well
in more stable business environments but inhibit the stable translation of
requirements into system features. They also encourage implementers to focus on
technology itself rather than on the business level changes required to
actually derive business value from the new system. Variants such as the V
method, the matrix model, and information packaging methodology also suffer
from similar weaknesses.
Results-driven
incrementalism overcomes these problems: RDI helps build incremental but
cumulative results through system-level chunking in the form of business
releases, reduces risks of failure, and simultaneously addresses organizational
and technical deployment issues that are measured by key performance
indicators.
RDI is
well suited to e-businesses: Intensive, bursty, and rapid deployment of the
system with built-in reality check at each stage reduce the logistical
complexity in building such systems.
Avoid
common pitfalls: Over engineering, poor communications and coordination
processes, lack of cumulative characteristics, relegated releases with the
highest potential payoffs, and ignored human issues are commonly observed
problems in the deployment phase.
Iterative
perfection, not perfection from the start, should be the focus of deployment.
Result-driven deployment reduces time-to-market and allows businesses to begin
reaping limited benefits even before the entire system is deployed
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