Dynamics CRM implementation: lessons learnt

2015 has been one heck of year for me personally and professionally.
Just finished implementing Microsoft Dynamics CRM 2015 for a fairly large group of users. This is my second full blown CRM project from inception to implementation. First one was Microsoft Dynamics CRM 2011 On-Premise. This one is MS Dynamics CRM 2015 Online. Both involved convincing business and IT folks on why choose CRM as the tool to solve the chosen problems.

A ton of lessons learnt, as I have done with every project in my professional career.

Here's a few in the form of advice. I have put them into 3 main categories: product, process and people. I consider all 3 to be vital for any successful IT project.

1. Product: You can't afford to miss this one

• You have picked Microsoft Dynamics CRM 2015 to solve business processes. Smart move! Now, know your product very well as soon as possible.
• Research, review and decide on all additional tools to go with CRM as well as other integration needs you may have.
• Once you know your CRM, showcase the product around to your customers and stakeholders. You will keep gaining supporters. Added value is that your team will keep mastering the product.

2. Process: Get them in place early. Flex and adapt accordingly.

• Build your SharePoint site for all documents and communications on Day 0. 
• Plan out your SDLC phases to be in weeks as opposed to months. We planned 4 weeks to gather requirements and analyze them, 4 weeks to design and develop, 4 weeks to test, train and implement. Any work we could not fit in this 12 weeks cycle, we put them in later phase.  Worked well for us.
• Plan daily stand-up meeting and make it mandatory for project team. This should be short and sweet. Collaboration and accountability will keep the project moving.
• Do not skip weekly status calls with stakeholders, regardless of how bad of a shape the project may be in. Don’t be afraid to share bad news early and rework deliverables and schedules.
• Keep your team informed and focused on all changes.
• Demo, demo and more demo whenever applicable. Many things in CRM works before you start your first configuration. Keep giving visuals to your user community.
• Put the testing in the hands of users as early as possible. 
• Train, train and train even more. Use training to identify additional superstars in your user community. Get those superstars noticed by their supervisors and peers. In the long run, superstars will be your end-users' go-to folks in addition to core team you had identified.
• If you are going to be supporting the solution, Don't forget to plan and communicate support processes well ahead of go-live date.
• Don’t forget to make your team available in-person or in a conference call Day 1 of Go live. Do a short version of training of the implemented solution on Day 1.
• Conduct adoption review sessions within 30 to 45 days of implementation.

3. People: You must come out stronger as a team at the end of the project.

• Identify your key stakeholders on day 1. Keep selling your strategy and plan to them early and often. Watch out for changes in stakeholders. Keep all stakeholders in the loop through all phases in SDLC.
• Keep building relationship with folks in IT operations and infrastructure. CRM is a complex product with many components. You’re going to need help from people you’ve never met.
• Keep building relationship with folks in business: your customers. Get your team to do the same. In the end, the solution you build is for end users.
• Build and announce the project team with right folks from business and IT as soon as possible.
• Solicit feedbacks frequently from your CRM team and adjust accordingly. Communicate expectations and boundaries. Don't be afraid to make seemingly hard decisions for the sake of project's success.
• Know your CRM team well. Everybody has their strengths and weaknesses. Get to know them and be sure to let them know you. Use the knowledge to mentor, develop and assist. It took a while for us to get going. In the end, my team moved mountains. 

 

Those are some of my lessons learn from leading a fairly large implementation of CRM 2015 Online solution. Don't forget to leave comments to share your thoughts.