1. Successful CRM Development Programmes – learning from Haringey Council and others Dr Cliff Evans June 2006

2. © 2006 Capgemini – All rights reserved 06/06/06 CRM Implementation Best Practise 1 Overview  Getting started What you need to know before you even get started!  Getting through Working as a partnership: Best practice planning and management Developing a robust communication framework  Getting the outcomes Ensuring your system meets the strategic objectives Ensuring a platform for the future The result

3. © 2006 Capgemini – All rights reserved 06/06/06 CRM Implementation Best Practise 2 What you need to know before you even get started!  Business drive must be clear: IEG and eGov targets are not enough Customer service strategy Business case must be understood  Why are you doing it  Budget  Project management model needs to be clear Governance and steering Dependencies on other programmes Technology strategy and integration  Commercial model How are you working (T&M etc) Working principles set, where are we working

4. © 2006 Capgemini – All rights reserved 06/06/06 CRM Implementation Best Practise 3 Getting through  Working as a partnership: Assessing the scope of the project What are the project aims and needs? How does it fit with other programmes  Best practice planning and management Clear and easy to understand, PRINCE II Benefits tracking, dependencies Migration planning must address data cleansing  Developing a robust communication framework - engaging the team Very clear multi-level communication Right type of communication to each group Involvement of operational team throughout

5. © 2006 Capgemini – All rights reserved 06/06/06 CRM Implementation Best Practise 4 Getting the outcomes  Ensuring your system meets the strategic objectives Business plan driven by IEG Evolutionary approach Customer service strategy  Ensuring a platform for the future Vanilla, very robust push back, avoid scripting  The result Benefits tracking and approach Implemented and works and in use and rolled out successfully

6. Conclusion Dr Cliff Evans June 2006