Failure or Success on Implementation of Web Project?

The CRM Blog has a list of the usual reasons a CRM implementation fails and then a list of things to do to not have it fail.  It's a good list, go take a look.  But there are a few things that I'd like to highlight:

He talks about mindset.  This is truly important.  Expectations need to be realistic.  The thing I see most often is that the people in the company who are intended to use the new Web tools are generally the last ones to be brought on board.  Usually when it's time for training.

I think it's imperative to get buy-in early.  Sure, you're going to have the ones who resist change and are negative and block the path.  Include them, but if you start early, find the receptive users and make it their project too, then your chances of success are much higher.   If they are asked to help design the processes by giving feedback about them during design and contributing ideas on what bogs them down in their daily roles, they are going to look forward to the tools.

But if you build it in a vacuum or with input from only a handful of people who may not even do those jobs as a daily practice and expect everyone to follow, that may take longer.  Or even be doomed.

CRM projects are so easily erected these days that many companies think success should be quickly realized.  Changing the way people do things takes time.  You need to find the users who are passionate about the changes and enroll them to help promote your project before it's launched. 

I think even worse than change, people don't like surprise.  I attended Laurence Haughton's live webcast yesterday about The Art of Followthrough.  50% of company initiatives fail because follow through doesn't happen.  Find out more about follow through here.  I was struck by this incredibly high number, but when you think about it, if your project team's follow through doesn't gain buy in, that's exactly what will happen.

Another thing I think is key, is to implement changes a little at a time, so people have time to adjust, get on board and  anticipate the next phases of the project.  So a phased approach that isn't a total shift of how people do things may have a better chance.  As more tools or phases are deployed and the value builds, you'll find conversion will be there.

But, if you take on too big a challenge and the existing processes are not redesigned to accompany the change, then you could be making their jobs harder. You could be exacerbating the problem you set out to fix.  A sure way to have the project fail.

Most importantly, think about what's in it for them.  How do the new Web tools impact their job in a way they will perceive as worthwhile?  That's right.  Not how your team or upper management perceives improvement, but how will they relate to it? 

Deliver Online tools that make their jobs better in their opinion and you have a winner.

UPDATE:  If you'd like to listen to the Art of Follow Through livecast by Laurence Haughton, they've just posted a link to it.