There is no single answer to this question. But having worked with Oracle CRM On Demand since 2005, we think the answers include:

• Configure appropriately
  
  
It is important to understand that CRM On Demand provides both an application that can be used unchanged and a method of tweaking that standard application to the needs of a particular organisation. It is a mistake to try and build a highly customised application. Equally, it is a mistake not to invest in the relatively small amount of effort that will ensure that your users are presented with only the information that they need, using terminology with which they are familiar.

Getting it right first time requires a consultant who can speak to the users to understand their requirements, who has the in-depth knowledge of Siebel CRM On Demand to configure fast and accurately, and who has the ability to explain the pros and cons of each technique when there are multiple approaches that could be taken.


• Integrate appropriately
  
  
To realise the full benefits of CRM On Demand you will probably need to integrate it with other applications that you use. Typical integrations include: inbound leads from external marketing systems, outbound orders to fulfilment systems and bi-directional integration with Siebel on-premise CRM systems used by other parts of an organisation. Integration demands a relatively high level of technical skill. Customer Systems consultants can do it quickly and effectively, while those beneath a critical threshold of skill will take a long time to build integrations that will probably not work robustly or perform well.


• Don’t forget deployment activities!
  
  
Although CRM On Demand is a hosted application, which removes the need to install software to server and client machines, there are other deployment related activities to consider. For example, attention must be paid to initial data loads, user training (typically in organisation specific processes rather than for the software which is very easy to use) and post go live follow up to check that project objectives are being met.


• Do it quickly
  
  
Obviously there is a degree of variation between different situations but typically you should be thinking about weeks rather than months for a CRM On Demand deployment project.

Make your CRM On Demand deployment a success by using the real experts.