Roadmap and Planning
Customer Relationship Management (CRM) is a business strategy, process, culture and
technology that enables organizations to optimize revenue and increase value through a more
complete understanding and fulfillment of customer needs. A CRM roadmap is a strategic plan
that identifies how an organization can meet and exceed its customers' needs. This includes, but
is not limited to, assessing how the sales, marketing and service entities work together to:
1. gain insight from their customers (e.g., purchase history, desired products/services);
2. produce valuable offerings/products (e.g., personalized product);
3. provide the ultimate customer experience (e.g., multiple touchpoints, 360-degree view of the
The General Business Goals and Objectives
The first step in implementing a successful CRM project is to conduct an internal analysis. From
this point you can begin to outline your project goals, objectives and requirements.
Current State Analysis
Successful solutions begin with analysis. This usually starts with an assessment of the current
state of things. These most usually include the "aches and pains" that hinder your teamâ€™s
productivity and detract from your companyâ€™s goals, but they might also include certain
strengths within the current system. It is important to identify both.
How do you know what the current state is? Begin by asking your sales, marketing and customer
service teams a few key questions:
1. What are the strengths and weaknesses of your companyâ€™s current processes?
2. How can the processes be improved?
3. What administrative activities are detracting from their productivity?
4. What is the competition doing?
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Desired State Analysis
Your desired state will establish and define the ultimate project goals. This analysis will result in
a clear direction for the project and be the foundation for measuring the projects success. This
analysis will also define the "Gap" between the current and desired states. Also, as a result of
this phase of the analysis, the areas where the revenue gap can be narrowed will become
Technology is an enabler, not a solution itself. Automating an inefficient process will only
speed up the wrong activity. On the other hand, automating very strong processes can be easy,
early victories for your system.
ï‚· Higher sales per rep
ï‚· Increased customer satisfaction
ï‚· Shorter sales cycle
ï‚· Higher closing rate
ï‚· Higher margin per sale
ï‚· More accurate revenue forecasting
ï‚· Improved management information
ï‚· Stronger relationships with partners
Your project will begin to come into focus once you begin to drill down into the measurable,
tangible project goals that address your CRM solutionâ€™s unique requirements and specific needs.
Example Objectives :
ï‚· Reduce the time required to disseminate leads to the sales team
ï‚· Automate quote and proposal generation
ï‚· Create and distribute reports electronically