Time and again, maintenance and development prove crucial to whether the system is appropriate and well-adapted to changing business environments. This is about maintaining a constant anchor in the organisation.
Maintenance is about correcting any glitches that arise and ensuring that the delivered system works. Enhancement focuses on correcting anomalies in existing processes and building new features when the company wants to build a new communications channel for its customers, for example.
We see enhancement of the CRM solution as a natural part of the CRM lifecycle. New needs arise constantly, and business processes change over time. And new functions are taken up as the knowledge and experience of users grow. Both maintenance and enhancement should be an integral part of the CRM lifecycle.
We advise customers to appoint a person to be responsible for internal coordination in the implementation phase. After that, there should also be a ‘CRM manager’ to ensure continued maintenance and enhancement.