Select and Implement a Customer Relationship Management Platform
Enable marketing, sales, and customer service teams by successfully choosing and implementing a suite for customer relationship management.
RETIRED CONTENT
Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.Selecting and implementing a CRM platform without a plan can result in:
- Misalignment with Sales, Marketing, and Customer Service requirements.
- A platform that frustrates prospective and current customers, leading to lost revenue.
- Rework caused by improper deployment.
- Wasted investment.
- Poor adoption and high operational costs.
Upfront planning for CRM selection and deployment leads to:
- A deployed, cost-effective platform that is in lockstep with the needs of Sales, Marketing, Customer Service, and other stakeholder groups.
- A platform that provides cutting-edge capabilities for customer interaction.
- High adoption rates and low maintenance costs.
- A deployment that does not require overhauls every year.
Book Your Workshop
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.
Module 1: Launch the CRM Selection Project
The Purpose
Discuss the general project overview for the CRM selection.
Key Benefits Achieved
- Launch your CRM selection project.
- Develop your organization’s CRM requirements.
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Facilitate activities from the “Launch the CRM Project and Collect Requirements” phase, including project scoping and resource planning. |
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| 1.2 | Conduct overview of the CRM market landscape, trends, and vendors. |
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| 1.3 | Conduct process mapping for selected marketing processes. |
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| 1.4 | Interview business stakeholders. |
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| 1.5 | Prioritize CRM functional requirements. |
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Module 2: Plan the Procurement and Implementation Process
The Purpose
Plan the procurement and the implementation of the CRM solution.
Key Benefits Achieved
- Select a CRM solution.
- Build a plan for implementing the selected CRM solution.
| Activities: | Outputs: | |
|---|---|---|
| 2.1 | Complete marketing process mapping with business stakeholders. |
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| 2.2 | Interview IT staff and project team to identify technical requirements for the CRM suite, and document high-level solution requirements. |
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| 2.3 | Perform a use-case scenario assessment, review use-case scenario results, identify use-case alignment, and review the CRM Vendor Landscape vendor profiles and performance. |
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| 2.4 | Create a custom vendor shortlist and investigate additional vendors for exploration in the marketplace. |
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| 2.5 | Meet with project manager to discuss results and action items. |
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