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Assessing an organization’s readiness for a Customer Relationship Management (CRM) solution is only the first step of the process. Once an organization is ready, it must take the next step to design and implement the solution. The set of processes and technologies that support a customer-centric culture must be designed and built – keeping in mind the strategic end-goal of the organization (i.e., acquiring, cultivating, retaining, and growing customers by identifying and satisfying their needs). As you begin project efforts you will be faced with a myriad of questions that cannot be avoided if you are to ensure a successful implementation.
Executive support is crucial for success. Strong leadership with a clear vision eases the implementation of the solution, enabling project teams to procure resources, resolve issues, and drive change within the organization. How will executives drive the results of the solution? What frameworks will need to exist to enable this leadership? Who will be involved in the decision-making process, and who will ultimately be accountable for the outcomes? What operating rhythm will be established to facilitate ongoing engagement with the executives?
Manish Limaye
Matt Allen
Katherine Moffitt
Credera
Matt Allen
Katherine Moffitt
Credera
Assessing an organization’s readiness for a Customer Relationship Management (CRM) solution is only the first step of the process. Once an organization is ready, it must take the next step to design and implement the solution. The set of processes and technologies that support a customer-centric culture must be designed and built – keeping in mind the strategic end-goal of the organization (i.e., acquiring, cultivating, retaining, and growing customers by identifying and satisfying their needs). As you begin project efforts you will be faced with a myriad of questions that cannot be avoided if you are to ensure a successful implementation.
Executive support is crucial for success. Strong leadership with a clear vision eases the implementation of the solution, enabling project teams to procure resources, resolve issues, and drive change within the organization. How will executives drive the results of the solution? What frameworks will need to exist to enable this leadership? Who will be involved in the decision-making process, and who will ultimately be accountable for the outcomes? What operating rhythm will be established to facilitate ongoing engagement with the executives?
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