With the move towards Cloud based CRM's, the technology side of a CRM project is definitely getting simpler. However, some things haven't changed.

After 15 years of CRM projects, I've learnt a thing or 2. So here are 15 tips for a successful CRM project, in no particular order.

1. Internal Communication. It's simple, tell people what is going on, what is going to change and what they need to do. Give them warning.

2. It's a long term not short term thing. During the first few months there will most likely be teething issues, regardless of how big your business is. Stay focussed as the rewards warrant it.

3. Assign a CRM champion. There needs to be someone who will drive the project.

4. Get the right person as the CRM champion. This person needs to understand technology and the business. They will need to have the ability to act as a 'technology translator' between different groups.

5. You will never get everyone on board day 1, as much as you may want to. Keep them on side, but focus on those people who see it as an opportunity. Depending on the size of your organisation the number will vary, but there are always people resistant.

6. Pinpoint the influencers and get them on board. You know the ones. They may be more vocal, have been there the longest or are the 'glue' of teams.

7. Training. Put some thought & time into planning to train staff. Use a combination of group training with one on one in some instances for those influencers, but help people use the system.

8. User guides/cheat sheets – great handy tool to develop and easy for people to use.

9. Decommission old systems.

10. Generate pipeline reports from the CRM system for senior management – if the opportunities don't appear, they soon will when the sales team is questioned.

11. Generate marketing lists from the CRM system – if the details are wrong in the system, they will soon be fixed.

12. Soft launch first. Under promise – over deliver.

13. It should be business driven not technology driven. Don't force the business to make it work because that's how the technology is. There is nothing more frustrating for the user community than someone saying we have to do it this way because it's how the system works.

14. Ensure you have more than 1 person as an expert.  The reality is people leave, find new opportunities or get ill. Don't let all the knowledge of the CRM walk out the door with them. Ensure someone else knows it.

15. Patience is an important quality for anyone running a CRM project.  If you are not a patient person, don't work on a CRM project or any technology project for that matter.