Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management

6.3. Managing User and Sponsor Expectations

The approach for developing your organization's strategic CRM vision and associated plan for achieving that vision was presented in Chapter 3. It provided the steps for building the plan and defining the phases and expected benefits. In most cases the outcome is an initiative with several project phases, each with well-thought-out benefits for the users within each project. Effective communication with the user community and management sponsors can be the best solution to avoiding the stagnation of the doldrums and giving the organization the potential for long-term success.

So, how do you keep the end users engaged and in tune with what the solution can do for them in each phase? How do you present ...