When creating a customer experience management (CXM) strategy, you must fully understand organizational needs, drivers, and objectives. During this phase, you will gather strategic requirements to inform the design of your CXM application portfolio. This phase will take you through the following activities:
- Scan the external environment
- Assess the current state of CXM
- Create an application portfolio
- Develop deployment best practices
Use this phase as part of the full blueprint, Build a Strong Technology Foundation for Customer Experience Management.