Get the Most Out of Your CRM

In today’s connected world, continuous optimization of enterprise applications to realize your digital strategy is key.

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CRM implementations draw a lot of resources and focus initially but over time can lose their appeal.

  • Enterprise applications often involve large capital outlay and unquantified benefits.
  • CRM application portfolios are often messy, integrating with numerous sources of data and systems.
  • Compound that with poor processes and lack of training – user dissatisfaction is common.

CRM optimization is essential to stay competitive and productive in today’s digital environment.

  • Regularly assessing your CRM will align the application portfolio with business objectives.
  • Validate CRM capabilities, user satisfaction, data quality, vendor management, and costs to build out an optimization strategy.

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Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.

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Module 1: Define Your CRM Application Vision

The Purpose

  • Define your CRM application vision.

Key Benefits Achieved

  • Develop an ongoing application optimization team.
  • Realign CRM and business goals.
  • Understand your current system state capabilities.
  • Explore CRM and related costs.

Activities: Outputs:
1.1 Determine your CRM optimization team.
  • CRM optimization team
1.2 Align organizational goals.
  • CRM business model
  • CRM optimization goals
1.3 Inventory applications and interactions.
  • CRM system inventory and data flow
1.4 Define business capabilities.
  • CRM process list
1.5 Explore CRM-related costs (optional).
  • CRM and related costs

Module 2: Map Current-State Capabilities

The Purpose

  • Map current-state capabilities.

Key Benefits Achieved

  • Complete a CRM process gap analysis to understand where the CRM is underperforming.
  • Review the CRM application portfolio assessment to understand user satisfaction and data concerns.
  • Undertake a software review survey to understand your satisfaction with the vendor and product.

Activities: Outputs:
2.1 Conduct gap analysis for CRM processes.
  • CRM process gap analysis
2.2 Perform an application portfolio assessment.
  • CRM application portfolio assessment
2.3 Review vendor satisfaction.
  • CRM software reviews survey

Module 3: Assess CRM

The Purpose

  • Assess CRM.

Key Benefits Achieved

  • Learn which processes you need to focus on.
  • Uncover underlying user satisfaction issues to address these areas.
  • Understand where data issues are occurring so that you can mitigate this.
  • Investigate your relationship with the vendor and product, including that relative to others.
  • Identify any areas for cost optimization (optional).

Activities: Outputs:
3.1 Explore process gaps.
  • CRM process optimization priorities
3.2 Analyze user satisfaction.
3.3 Assess data quality.
3.4 Understand product satisfaction and vendor management.
  • CRM vendor optimization opportunities
3.5 Look for CRM cost optimization opportunities (optional).
  • CRM cost optimization

Module 4: Build the Optimization Roadmap

The Purpose

Build the optimization roadmap.

Key Benefits Achieved

Understanding where you need to improve is the first step, now understand where to focus your optimization efforts.

Activities: Outputs:
4.1 Identify key optimization areas.
  • CRM optimization roadmap
4.2 Build your CRM optimization roadmap and next steps.
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