Inputs:
Strategy - translate your mission statement into a customer strategy
Customer analysis – sample visits or questionnaires.
Key User brainstorming sessions – get everything out on the table.
Questionnaires – ask all potential users to comment on the
brainstorming outputs in a structured way .
Review business processes – take the opportunity for streamlining
and efficiency.
Prioritise business processes – bring all the inputs together to form a
list in order of importance to the business.
Determine your current technical platform – include on-going projects.
Gather information about available CRM systems and review them
against the priorities.
Outputs:
Benchmarking - where you are today.
A prioritised list of business processes.
Description of what is required from hardware and software to take
care of the priorities.
Short-list of CRM suppliers to send ITT to.
Skill-set requirement for internal/external personnel.
Likely costs, timescales and expected benefits.
The management team can now judge whether to invest in technology to
support the strategy.
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