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mercredi 25 janvier 2012

Using an Agile approach to CRM


Our approach to managing and running CRM implementation for multiple clients at the same time involve some very basic “Agile” principles of doing first things first, keeping iterations small, and running sprints.  An overview of CRM philosophy can be found on our CRM Success page.

Our approach with our support and maintenance customers uses a simple backlog type approach as shown below:



This diagram shows the overall flow of work items (user stories and tasks) from initial inception, onto the Backlog, then onto the appropriate Sprint.

The Backlog is a queue of business functionality waiting for refinement, budget, scheduling and approval. A Backlog Item is a piece of business functionality that is well defined and can be budgeted and scheduled into an upcoming Sprint. Each Sprint is a 4 week period of time where approved Backlog items worked on and completed. A simple Backlog item example would be - “Sales user needs the Opportunity screen to display a weighted revenue amount calculated from the estimated revenue * sales stage probability, and allow that user to query the results in an advanced find.”

The Executive Sponsor, System Architect, System Consultant, and Business Process Expert(s) submit items to the backlog for consideration. The System Architect periodically reviews the backlog and ensures that each Backlog item is well documented and conforms to the overall system design.

The Executive Sponsor and Project Manager (and other team members as needed) have a monthly Sprint Planning session to review Backlog items and schedule them into the upcoming Sprints. The Sprint Planning session should be completed 2 weeks prior to the end of the current Sprint.

This approach helps capture new potential CRM items (business logic, custom workflow, plugins, ect) and allows the CRM team to prioritize and manage these items in typical Agile sprints.  This “Agile CRM” approach keeps your users engaged, provides on-going value and ROI from your system, and keeps the Executive Sponsors involved.

mardi 24 janvier 2012

More than 100 videos dedicated to Microsoft Dynamics CRM 2011


NEW! 2014 Beta: A Dynamic Video Knowledge Base
2013 Release: More than 500 videos


Title: Microsoft Dynamics CRM - Outlook Client
Date: 01/18/2012
Tags: Outlook

Title: Microsoft Dynamics CRM "the Power of Productivity"
Date: 01/17/2012
Tags: Dynamics CRM 2011

Title: Upgrading Connector for Microsoft Dynamics to the latest version
Date: 01/12/2012
Tags: Connector

Title: CRM 2011 Quote Mail Merge Template Spacing Tricks
Date: 01/12/2012
Tags: Mail Merge, Quote

Title: Microsoft Dynamics CRM Amplify your selling Power
Date: 11/28/2011
Tags: Sales

Title: Membership Management for CRM 2011
Date: 10/18/2011
Tags: Team, Business Unit

Title: Maps for CRM Installation
Date: 10/12/2011
Tags: Map, Addon

Title: Legislature Issue Management solution walkthrough
Date: 10/04/2011
Tags: Dynamics CRM 2011

Title: Create and apply e-mail templates
Date: 09/28/2011
Tags: Email

Title: Create and run reports (Online Users)
Date: 09/28/2011
Tags: Report, Chart, Dashboard

Title: Create and run reports (OnPremise Users)
Date: 09/28/2011
Tags: Report, Chart, Dashboard

Title: Create a Dialog
Date: 09/19/2011
Tags: Workflow - Dialog

Title: Add a Quicklist in Microsoft CRM Dynamics
Date: 09/19/2011
Tags: Marketing List

Title: Microsoft CRM duplicate detection
Date: 09/12/2011
Tags: Duplicate Detection

Title: Learn how to personalise Microsoft CRM
Date: 09/07/2011
Tags: Customization

Title: Goal Management in Microsoft CRM
Date: 09/07/2011
Tags: Goal Management

Title: Sharing and assigning records in Microsoft CRM
Date: 09/07/2011
Tags: Record

Title: How to Customize Microsoft Dynamics CRM 2011 Online
Date: 08/21/2011
Tags: Customization, Dynamics CRM Online

Title: How to add users in Microsoft CRM
Date: 08/17/2011
Tags: User

Title: Microsoft CRM Goals
Date: 08/15/2011
Tags: Goal Management

Title: Microsoft Dynamics CRM Auditing
Date: 08/15/2011
Tags: Auditing

Title: Integration with Constant Contact
Date: 08/11/2011
Tags: Contact

Title: Using Mobile Express
Date: 08/09/2011
Tags: Mobile Express

Title: Microsoft CRM - Office and Sharepoint - Part 2
Date: 08/03/2011
Tags: Dynamics CRM 2011, Sharepoint, Office

Title: Microsoft CRM - Office and Sharepoint - Part 1
Date: 08/03/2011
Tags: Dynamics CRM 2011, Sharepoint, Office

Title: Using Auditing
Date: 08/01/2011
Tags: Auditing

Title: Account Management with Custom Activities
Date: 07/30/2011
Tags: Account, Entity

Title: Dynamics CRM Investigation Management System
Date: 07/28/2011
Tags: Dynamics CRM 2011

Title: Working with Connections
Date: 07/27/2011
Tags: Connection

Title: Add Marketing Capabilities
Date: 07/25/2011
Tags: Marketing List, Campaign

Title: Microsoft Dynamics CRM Overview
Date: 07/25/2011
Tags: Dynamics CRM 2011

Title: Learn about Data Imports Using Templates
Date: 07/25/2011
Tags: Database

Title: Learn how to install the Outlook Client
Date: 07/25/2011
Tags: Deployment - Architecture - Installation, Outlook

Title: Top 10 User Productivity Tips
Date: 07/23/2011
Tags: Dynamics CRM 2011

Title: Microsoft Dynamics CRM 2011 Overview
Date: 07/04/2011
Tags: Dynamics CRM 2011

Title: Learn about sales process
Date: 07/04/2011
Tags: Sales

Title: Learn about Social CRM
Date: 07/04/2011
Tags: Dynamics CRM 2011, Social CRM

Title: Learn about the Solutions Management feature area in Microsoft Dynamics CRM 2011
Date: 06/29/2011
Tags: Solution

Title: Learn to personalize Microsoft CRM
Date: 06/27/2011
Tags: Customization

Title: Creating Reports in CRM
Date: 06/26/2011
Tags: Report, Chart, Dashboard

Title: Learn about processes and workflow
Date: 06/22/2011
Tags: Workflow - Dialog

Title: Learn about the user experience improvements
Date: 06/20/2011
Tags: UI

Title: Learn about CRM in the outlook client
Date: 06/20/2011
Tags: Outlook

Title: CRM 2011 Series - Creating Role Based Forms
Date: 06/16/2011
Tags: Form

Title: CRM 2011 Export, Clean and Import
Date: 06/16/2011
Tags: Database

Title: Learn about the Connector for Microsoft Dynamics in Less Than 20 Minutes
Date: 06/16/2011
Tags: Connection

Title: Creating Role Based Forms
Date: 06/16/2011
Tags: Form, Role

Title: iSMS - Mobile Payment for Dynamics CRM
Date: 06/15/2011
Tags: Mobile Express

Title: TechEd NA 2011 Session Recording: CRM and SharePoint
Date: 06/15/2011
Tags: Sharepoint

Title: Integrate Microsoft CRM with LinkedIn!
Date: 06/14/2011
Tags: Development, Linkedin

Title: How to use Document Management in Dynamics CRM 2011
Date: 06/12/2011
Tags: Sharepoint, Document Management

Title: Setting up Document Management with SharePoint 2010 for Dynamics CRM 2011
Date: 06/09/2011
Tags: Sharepoint, Document Management

Title: Learn about the partner portal
Date: 06/09/2011
Tags: Partners Management, Dynamics CRM 2011, Azure

Title: CRM-Azure Screencast
Date: 06/08/2011
Tags: Dynamics CRM 2011, Azure

Title: Liberty University uses Dynamics CRM
Date: 06/02/2011
Tags: Témoignage Client

Title: Learn how the Office Fluent User Interface works
Date: 06/02/2011
Tags: Office, UI

Title: Keeping on top of your Pipeline
Date: 05/27/2011
Tags: Email, Opportunity

Title: Managing Goals
Date: 05/20/2011
Tags: Report, Chart, Dashboard, Goal Management

Title: Learn how to manage solutions within CRM
Date: 05/19/2011
Tags: Solution

Title: Learn how to Mail Merge
Date: 05/18/2011
Tags: Mail Merge

Title: Learn how the connector works for Microsoft Dynamics
Date: 05/18/2011
Tags: Integration

Title: Learn how to quickly customise Microsoft CRM
Date: 05/18/2011
Tags: Customization

Title: Learn how contacts work in CRM
Date: 05/16/2011
Tags: Contact

Title: Learn how it can be tailored for your business
Date: 05/16/2011
Tags: Customization

Title: Learn how to setup a workflow
Date: 05/13/2011
Tags: Workflow - Dialog

Title: Creating a User Adoption Dashboard
Date: 05/11/2011
Tags: Report, Chart, Dashboard

Title: Learn how to get started with Microsoft CRM
Date: 05/09/2011
Tags: Account

Title: Learn how to prepare data ready for importing
Date: 05/09/2011
Tags: Database

Title: Learn how to use Marketing lists
Date: 05/09/2011
Tags: Marketing List

Title: Learn how conditional formatting works
Date: 05/09/2011
Tags: View, Outlook

Title: Learn about workflows and dialogues
Date: 05/09/2011
Tags: Workflow - Dialog

Title: Learn how to boost sales with a quick campaign
Date: 05/09/2011
Tags: Campaign

Title: Learn how to use services to schedule service activities
Date: 05/09/2011
Tags: Activity, Service

Title: Learn how to organise articles for your business
Date: 05/09/2011
Tags: Knowledge Article

Title: Learn how to use activities and build a to do list
Date: 05/09/2011
Tags: Activity

Title: Learn how to use services to schedule service activities
Date: 05/09/2011
Tags: Service

Title: Learn how to manage quotes, orders and invoices
Date: 05/08/2011
Tags: Sales

Title: Creating Custom Entities
Date: 05/06/2011
Tags: Entity

Title: Learn how Queues work
Date: 05/05/2011
Tags: Queue

Title: learn how to manage contracts in MS CRM
Date: 05/05/2011
Tags: Contract

Title: Learn how to work with products and the product catalogue
Date: 05/05/2011
Tags: Product

Title: Learn how to manage Opportunities
Date: 05/05/2011
Tags: Opportunity

Title: Learn how to get started with Cases
Date: 05/05/2011
Tags: Case

Title: Learn all about how leads work in Microsoft CRM
Date: 05/03/2011
Tags: Lead

Title: Learn how duplicate detection works
Date: 05/03/2011
Tags: Duplicate Detection

Title: Learn how to create entities and fields whilst importing data
Date: 05/03/2011
Tags: Entity, Database

Title: Learn how to Setup the Customer Portal
Date: 05/03/2011
Tags: Accelerator, Azure

Title: Learn how to set up business units - security roles - add users
Date: 05/03/2011
Tags: User, Role, Business Unit

Title: Learn How To Create Role Tailored Forms
Date: 04/26/2011
Tags: Form, Role

Title: Learn how to Configure fields and forms
Date: 04/26/2011
Tags: Field - Attribute, Form

Title: Connected Cloud
Date: 04/26/2011
Tags: Dynamics CRM Online, Office, Azure

Title: Microsoft CRM 2011 Office Integration
Date: 04/26/2011
Tags: Dynamics CRM Online, Office

Title: Learn How to apply field level security
Date: 04/26/2011
Tags: Field - Attribute, Security

Title: CRM Online & Office 365
Date: 04/24/2011
Tags: Dynamics CRM Online, Office

Title: Connected Cloud Demo
Date: 04/21/2011
Tags: Dynamics CRM Online, Office, Azure

Title: CRM Online Quick Start Template Overview
Date: 04/18/2011
Tags: Dynamics CRM Online

Title: Microsoft CRM Demo
Date: 04/18/2011
Tags: Dynamics CRM 2011

Title: Microsoft Dynamics CRM Campaigns
Date: 04/18/2011
Tags: Campaign

Title: Security Overview
Date: 04/14/2011
Tags: Security, Dynamics CRM 2011

Title: Microsoft Dynamics CRM 2011 Demo
Date: 04/13/2011
Tags: Dynamics CRM 2011

Title: CRM 2011 Overview
Date: 04/05/2011
Tags: Dynamics CRM 2011

Title: Introducing Microsoft Dynamics CRM 2011 Claims-based Authentication
Date: 04/05/2011
Tags: IFD

Title: Introducing Microsoft Dynamics CRM 2011 Claims-based Authentication
Date: 04/04/2011
Tags: IFD

Title: Creating Workflows
Date: 03/28/2011
Tags: Workflow - Dialog, Opportunity

Title: Inline Visualizations in Microsoft Dynamics CRM 2011
Date: 03/22/2011
Tags: Report, Chart, Dashboard

Title: Dashboards in Microsoft Dynamics CRM 2011
Date: 03/20/2011
Tags: Report, Chart, Dashboard

Title: Outlook Client Overview
Date: 03/19/2011
Tags: Outlook

Title: Data Importing
Date: 03/19/2011
Tags: Database

Title: Customization Toolkit Overview
Date: 03/16/2011
Tags: View, Field - Attribute, Form, Report, Chart, Dashboard

Title: Présentation de l’asset "Avanade xRM eCommerce Solution"
Date: 02/06/2011
Tags: xRM, e-Commerce

Title: Queues & Team Management Demo
Date: 01/30/2011
Tags: Team, Queue

Title: Découvrez en exclusivité Microsoft Dynamics CRM Online, la nouvelle solution CRM de Microsoft
Date: 01/20/2011
Tags: Dynamics CRM Online

Title: Declarative Programming Model in Microsoft Dynamics CRM 2011
Date: 01/20/2011
Tags: Customization

Title: Optimize Customer Experience
Date: 01/20/2011
Tags: Dynamics CRM 2011

Title: Maximizing Marketing Impact
Date: 01/20/2011
Tags: Marketing

Title: Driving Sales Productivity
Date: 01/20/2011
Tags: Sales

Title: Personalizing Microsoft Dynamics CRM 2011
Date: 01/16/2011
Tags: Customization

Title: Document Management with Microsoft Dynamics CRM 2011 and SharePoint
Date: 01/16/2011
Tags: Sharepoint, Document Management

Title: IFD for Microsoft Dynamics CRM 2011
Date: 01/12/2011
Tags: IFD

Title: Project Management for CRM 2011 Installation
Date: 12/29/2010
Tags: Dynamics CRM 2011

Title: Account basics
Date: 12/16/2010
Tags: Account

Title: Flexible Goal Management in Microsoft Dynamics CRM 2011
Date: 11/01/2010
Tags: Goal Management

Title: Personalizing Microsoft Dynamics CRM 2011 with Rich Dickinson
Date: 10/20/2010
Tags: Customization

Title: Solutions Management in Microsoft Dynamics CRM 2011
Date: 10/12/2010
Tags: Solution

Title: Process control in Microsoft Dynamics CRM 2011
Date: 10/12/2010
Tags: Workflow - Dialog

Title: Microsoft Dynamics CRM 2011 and Outlook
Date: 10/12/2010
Tags: Outlook

Title: Solutions Management in Microsoft Dynamics CRM 2011
Date: 10/12/2010
Tags: Solution

Title: Microsoft Dynamics CRM 2011 and Fluent UI
Date: 10/12/2010
Tags: UI

Title: Cloud Reporting with Abhijit Gore
Date: 10/06/2010
Tags: Report, Chart, Dashboard

Title: Data visualization with Siddhartha Rai
Date: 10/06/2010
Tags: Report, Chart, Dashboard

Title: Living in Outlook with Tripp Parker
Date: 09/28/2010
Tags: Outlook

Title: Process Center with Steve Kaplan
Date: 09/21/2010
Tags: Dynamics CRM 2011

Title: Connections
Date: 09/16/2010
Tags: Connection

Title: Microsoft Dynamics CRM 2011 User Experience with Michael McCormack
Date: 09/15/2010
Tags: UI

lundi 23 janvier 2012

How to use Agile methods to deploy a CRM system


Despite the user community's urgent calls for this or that functionality, customer relationship management (CRM) is still enterprise software that needs to be done with an architecture and a plan.

Deployments of unstable new functionality (or pushing existing functionality to unprepared users) can diminish the credibility of the CRM system. This can mean serious backsliding of user adoption, unwinding the virtuous cycle that is at the core of CRM success.

How to manage this issue? You won't be surprised that I advocate incremental deployments and Agile project methodologies, as they are the fastest (and cheapest) way to get functionality safely deployed. That said, iterative delivery is necessary but not sufficient. To establish sensible CRM priorities, you need to add the following principles:

Data First, Functionality Second
There's no point in building (or even switching on) new functionality if the underlying data is incomplete, dirty, or riddled with duplicates. While nobody can afford perfectionism, getting relevant system tables cleaned up is a precursor to progress. In nearly every table, the error rate needs to be below five percent, and even one percent for critical fields and pointers. Pretty much the only area where you can tolerate as much as a 20 percent error rate is in leads, as its speed of "information rot" makes higher standards uneconomical.

Accounts and Contacts are the Most Important "Static" Data
In most CRM data structures, the accounts table is the top of an information pyramid, with a dozen or more child tables pointing to it. If your customers are large multinational corporations, the account records themselves may be part of a hierarchy. So making sure that your account records are right (and agreeing with the data in other systems) is a key milestone. Fortunately, the account records themselves shouldn't change all that often.

Relating to the accounts are the contact and contact role records, which need to be accurate and free of duplicates to make sure that calls, emails, and action items are properly tracked. Unfortunately, in 80 percent of the CRM databases we see, the contact role record (it's just a pointer, really) is empty, rendering almost any marketing effectiveness or serious pipeline analysis impossible. As this field can only be filled in by humans (either sales or telesales), the only solutions are incentives or other behaviour modification techniques.

Opportunities and Cases are the Most Critical "Transactional" Data
All too often, sales reps manage their boss by managing information. Ok, hiding it. Real deals are not in the system, but fake ones are. This means executive management cannot see what's going on with the pipeline until it's too late to fix it. Watch for symptoms like "submarine deals" that pop up unpredictably during the quarter close, or pie-in-the-sky pipeline that shrivels up all too predictably as the quarter progresses.

While it's easy to come down hard on these practices, it's important not to push behavior modification too fast. The sales reps will engage in passive-aggressive resistance, and may end up gaming the system in an even more misleading way. Expect progress on this front to take six months or more, and measure success by gradual improvements in forecasting accuracy.

On the customer service side of the house, cases (aka incidents or service calls) are the most pivotal data. The problem with cases is not that they aren't in the system - the issue is incompleteness, as they don't reflect reality.

Every CSR or service tech needs to be on the system all day, updating the case records with status changes they might previously have kept in Excel or on paper. Every "truck roll" or customer call needs to be recorded as a task so you can see the sequence and the real accumulated time required to resolve issues.

Integration is the Hard Nut, but Enables the Most Value
The more serious your CRM system, the more other systems it will need to integrate with. When a sales or service rep can see the big picture (that may be stored in a half-dozen outside systems) of the customer situation, they can get the customer happy and paying sooner. When executives get closer to a 360° view, they make better business decisions.

But every point of integration is an invitation to data quality and duplication issues. While off-the-shelf, point-to-point adaptors are widely available for CRM systems, you'll almost certainly want to use a real integration server to handle transformation workflows, network timeouts, two-phase commits, and compensating transactions to unravel error conditions. Beware: integrations tend to be highly susceptible to subtle new bugs whenever any of the systems does a patch or upgrade. Watch out particularly for duplicate record creation or foreign-character set incompatibilities.

Until Reports are Clean, Your Data Isn't
CRM users, particularly executives, tend to ask for reports and dashboards first. Unfortunately, these are highly visible ways to expose every one of your data quality problems. Some of these will be digital noise -- misspellings, transposed dates, bad pointers -- that can be quickly found and corrected using pivot tables and other digests. Some of the problems will be more insidious, caused by business processes that cause "semantic smear" or by integration problems that can take weeks to troubleshoot and correct.

Our advice here is to keep users away from reports until you're really sure about data quality. The easier the CRM system's report wizards are, the bigger an issue this is. Early on, reports should be produced only by an analyst who really knows the data model and the things to filter out.

Users Must Believe the CRM System is For Them
Finally, the features you invest in should be the ones that help the users do their job better. Although they know management will be using the system to measure things, they must not believe that the CRM system is principally a spying machine for micro-managers. So spend money on things that save users a few mouse-clicks on every transaction, or features that will make their job just a little bit easier all day long.

We even encourage eye-candy features that don't actually add a lot of value, but make the system a little bit more fun for the users or the customer.

jeudi 12 janvier 2012

12 CRM Best Practices for 2012



With the first cold snap of the winter, thoughts turn towards the festive season and 2012. What New Year's resolutions could you make that would turbo charge your CRM initiatives? Which best practice techniques will help make 2012 the year that CRM comes of age in your company?

Constant evolution of your CRM platform is important, but waiting until New Years day 2012 is not a recognised best practice. So if you are looking for practical steps you can take to get the best out of your current investment, then look no further. Some of these suggestions are quick and easy to implement, and cost very little, whilst others require investment but promise significant returns.

1. Banish Excel from the sales meeting 
Make 2012 the year that the sales forecasts come from the CRM system, not an Excel Worksheet. Overnight this will improve usage of the CRM system by the sales team.

2. Only record what is necessary 
Identify fields that are no longer used or needed and remove them from your CRM software. No one will miss them.

3. Clean your data
With data deteriorating at 25% a year it must be time you dealt with reality and spring clean your data. The cost savings from outbound mailings could well pay for the cleanup.

4. Talk to the users
And by that, I do mean users, not just those with a licence. Find out what they want changed - and change it. Reward their effort and commitment with recognition and support.

5. Talk to the non-users
Find out why they are not using the system, make the changes and get them onboard. Help them to cross the digital divide – unless they want to remain with the “have nots”. Remember, user adoption is key to successful CRM.

6. Get social
Start to track your contacts' social presence. Twitter handles, Facebook and Linkedin profiles - they all help you to understand your customers better. Then do something with the new insights - perhaps it’s time to consider inbound marketing?

7. Review your CRM software
Most people only use 20% of the available functionality of any software package - so find out what you have already paid for, but don’t use. Is there an opportunity to do things Better, Faster, Cheaper?

8. Get out of the office
Meet with customers and prospects, but take your CRM system with you, either on a smart phone, tablet or laptop. Share your data with your customers and ask them what they would change. Would a customer portal or integrating your CRM software with your web site improve customer loyalty?

9. Trade in the shotgun for a laser
Bulk mailing is sooo last year. Stop mailing out the same boring generic content to everyone and start tailoring messages to people based on their needs and interests.

10. Iterate, iterate, iterate!
Test and refine everything. Marketing content, client profiling, sales processes, customer service procedures - make 2012 the year you change everything that needs changing.

11. Show off!
Make sure that the content of your CRM system is not hidden - project dashboards onto every wall. Show graphically what is in your CRM system, and make use of Business Intelligence to make your business more intelligent.

12. Automate the tedious stuff
If it needs doing, but is a repetitive boring task, then get some software to do the job, and free up some time to do more interesting things!

Compared to other 12 step programs this one is not going to change lives, but it would ensure that you are getting every penny of value out of your CRM investment. It would also make 2012 a great year to be a CRM user at your company.

How many of these best practices do you want to implement next year? And how many do you already apply?

vendredi 6 janvier 2012

Better Together - Agile with Dynamics CRM


I had the good fortune to attend a presentation on Friday by Derek Johnson (IT leader at Nalco/Ecolab) who is responsible for leading the CRM initiatives at Nalco. The forum was a CRM user group – so a focused community of CRM users, partners and third-party solution providers to foster community sharing.

The presentation was well done and impressively laid out. It provided a historical perspective of the business, the challenges facing the business and finally, how they were using CRM at Nalco. The presentation, in my viewpoint, was not about technology. It was a story about sales transformation being pursued by business with the help of agile processes (like SCRUM) and tools (like Dynamics CRM). At a human level, it was also a story of organizational change management by creating highly functional, multi-disciplined and empowered teams to achieve the business goals.

Nalco is not alone in discovering the level of change that “agile approach” invariably brings forward to IT delivery. IT and business has long been conditioned to work in the world of “scope management” and “they & us”. Agile demands a 180 degree turn to this attitude. You are part of a team where by design “all” are co-located to the extent possible. The business uncertainty and change is constant.The scope creep is expected and even, welcomed. Paraphrasing the speaker, “Agile is not about knowing the entire route or even the final destination”. As long as there is a general sense of direction and the next milestone defined, the team can “sprint” along.

The shift to agile complements the growth of agile platforms like Dynamics CRM. In the world of custom applications, it was important to know all the fields and UI designs well in advance as each extra field could impact the budget and yes, the scope. The declarative programming model of Dynamics CRM makes it much easier to keep aligned with the constant changes typically demanded by agile processes.

Agile is not something that will work in all CRM implementations. As must have ingredients, you need: executive support, deep involvement from business, motivated teams & organizational willingness to embrace change in order to be successful. I am glad the recipe worked for Nalco.