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It emphasizes aligning the project with clearly stated reasons, destination goals, and measurable outcomes beyond going live. The guidance covers assessing business processes, identifying improvement areas, benchmarking performance, confirming adoption and feature readiness, validating data conversion and integrations, and ensuring security and ongoing support for long-term philanthropic and fundraising growth.",{"@graph":63,"@context":118},[64,80,101],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":51,"@type":70,"position":76},"https://docshare.wps.com/template/general/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/defining-the-meaning-of-crm-implementation-success-its-more-than-just-software/250868/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/defining-the-meaning-of-crm-implementation-success-its-more-than-just-software/250868.png","ImageObject",442,249,{"name":88,"@type":89},"Jake","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-09-20","2026-09-12",true,{"@type":98,"interactionType":99,"userInteractionCount":9},"InteractionCounter",{"@type":100},"ViewAction",{"@type":102,"mainEntity":103},"FAQPage",[104,110,114],{"name":105,"@type":106,"acceptedAnswer":107},"What does CRM implementation success include beyond an on-time go-live cutover?","Question",{"text":108,"@type":109},"Success includes measuring progress against expectations, confirming process improvements, validating integrations and security, and ensuring the system supports current fundraising and growth needs—not just launching the system.","Answer",{"name":111,"@type":106,"acceptedAnswer":112},"How should an institution define the “destination” for a CRM project?",{"text":113,"@type":109},"Start by identifying why the journey is necessary, translating needs and opportunities into achievable goals, and clarifying what the improved functionality, access, flexibility, and reporting outcomes should look like.",{"name":115,"@type":106,"acceptedAnswer":116},"What should be measured to determine whether the implementation has arrived?",{"text":117,"@type":109},"Measure performance changes via pre-implementation benchmarking, use user surveys to capture subjective adoption, verify information access and updates, confirm required features are realized, and test core workflows, reporting accuracy, data conversion, and integrations.","https://schema.org",{"og:url":78,"og:type":120,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":122,"canonical":78},"index,follow",{"doc_id":124,"site_id":56},250868,1789256480,{"code":4,"msg":5,"data":127},{"doc_id":124,"user_id":128,"nickname":88,"user_avatar":129,"doc_module":9,"category_id":50,"category_name":51,"doc_title":59,"doc_description":61,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":9,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":79,"language":135,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":136,"faqs":137,"seo_title":138,"seo_description":61,"update_tm":125,"read_time":73},962084928904,"https://ap-avatar.wpscdn.com/davatar_155a257f0dc6eb9ab79c44ca47cae57d","August 2019  \nIt’s More Than Just Software:  \nDefining the Meaning of CRM Implementation Success  \nOr where am I going? How will I know when I get there? Who’s driving?  \nBy Wendy S. Jaccard, Senior Associate  \nWhether your institution is just beginning to consider transitioning systems or embarking on the final phase of its implementation, defining what qualifies as success will be critical to driving the project and ensuring the new CRM meets institutional expectations and requirements. In a way, implementing a new CRM database holds many similarities to planning a trip, and with the time, effort, and money spent on an implementation project, institutions cannot afford to find themselves traveling towards an unforeseen end goal. So how does an institution strategically define and measure the success of an implementation to ensure not just an on-time and on-budget cutover but also that the system implemented will meet the current needs of fundraising initiatives and provide the foundation  \nCopyright © 2019 Bentz Whaley Flessner  \nneeded to grow and expand philanthropic priorities in years to come?  \nA good way to begin is to ask why this journey or project is necessary. Identify the reasons, figure out what the destination looks like, and define how to know you’ve arrived. It’s like drawing a map—a map to specific areas of improvement. These areas are places that will define the route and help determine the destination.  \nThere is no question there are risks inherent in planning a project of this size and scope—whether you are implementing a multi-million-dollar enterprise solution ora smaller targeted advancement CRM. The following are critical milestones to hit as your institution prepares in order to ensure that you get to where you intend to go.  \nWhere is “There” and Why Are We Going on this Journey?  \nAssessment of Business Processes and Systems  \nThis can be a combination of internal items and those that affect your external audience, your donors, prospects, alumni, and other constituents.  \nWhy We’re Going  \nHere are some examples of concerns and areas of opportunity that might drive an institution toward a new system implementation.  \nn We need better functionality: our current system no longer meets our business needs, it is difficult to integrate with other systems, we are continually building workarounds to accommodate high-priority needs.  \nn We want better access and use by internal and/or external users.  \nn We want ease of use, configuration, and extensibility.  \nn We want better communication with our audience.  \nn We need better pictures of what we’ve done and what we have (reporting challenges).  \nn We need to forecast and plan for the future.  \nWhat Does “There” Look Like?  \nStrategic Planning and Identification of Goals  \nTake the needs and wants from above and make them goals. There can be “aspirational”  \nor “pie in the sky” goals as well. Users have weighed in on what they need and want, so now determine how to turn the various requirements into achievable goals.  \nn The new system will have greater functionality that meets our business  \nneeds; it will integrate with our other systems, and our high-priority work will be easier to accomplish.  \nn The new system will provide ease of access and use by our internal and external users.  \nn The new system will be flexible and allow us to grow and adapt.  \nn The new system will allow us to engage with our audience in meaningful, strategic ways.  \nn The new system will provide access to data and information in a relevant, timely manner.  \nn The new system will allow us to more easily share data and information within the institution.  \nn The new system will provide new functionality where needed.  \nHow Do We Know When We’ve Arrived?  \nMeasuring Reality Against Expectations  \nGoing live is not just about firing up the system. It’s about knowing you have reached the place you set out to achieve. This is where you need to be able to measure where you came from ","cbCaitRYFTvfFHl7","https://ap.wps.com/l/cbCaitRYFTvfFHl7","pdf",2058595,"English","# It’s More Than Just Software: Defining the Meaning of CRM Implementation Success\n## Where “There” and Why Are We Going on this Journey\n### Assessment of Business Processes and Systems\n### Strategic Planning and Identification of Goals\n## How Do We Know When We’ve Arrived?\n### Measuring Reality Against Expectations\n### Ongoing System Support and Maintenance","[{\"question\":\"What does CRM implementation success include beyond an on-time go-live cutover?\",\"answer\":\"Success includes measuring progress against expectations, confirming process improvements, validating integrations and security, and ensuring the system supports current fundraising and growth needs—not just launching the system.\"},{\"question\":\"How should an institution define the “destination” for a CRM project?\",\"answer\":\"Start by identifying why the journey is necessary, translating needs and opportunities into achievable goals, and clarifying what the improved functionality, access, flexibility, and reporting outcomes should look like.\"},{\"question\":\"What should be measured to determine whether the implementation has arrived?\",\"answer\":\"Measure performance changes via pre-implementation benchmarking, use user surveys to capture subjective adoption, verify information access and updates, confirm required features are realized, and test core workflows, reporting accuracy, data conversion, and integrations.\"}]","Defining the Meaning of CRM Implementation Success - It’s More Than Just Software | PDF"]