Get the Most Out of Your CRM
In today’s connected world, continuous optimization of enterprise applications to realize your digital strategy is key.
Member Challenge
- Application optimization is essential to stay competitive and productive in today’s digital environment.
- Enterprise applications often involve large capital outlay, unquantified benefits, and high risk of failure.
- Customer relationship management (CRM) application portfolios are often messy with multiple integration points, distributed data, and limited ongoing end-user training.
- User dissatisfaction is common.
Our Advice
Critical Insight
A properly optimized CRM ecosystem will reduce costs and increase productivity.
Impact and Result
- Build an ongoing optimization team to conduct application improvements.
- Assess your CRM application(s) and the environment in which they exist. Take a business-first strategy to prioritize optimization efforts.
- Validate CRM capabilities, user satisfaction, issues around data, vendor management, and costs to build out an optimization strategy.
- Pull this all together to develop a prioritized optimization roadmap.
Research & Tools
Start here – read the Executive Brief
Read our concise Executive Brief to find out why you should optimize your CRM, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.
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Get the Most Out of Your CRM – Executive Brief
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Get the Most Out of Your CRM – Phases 1-3
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1. Map current-state capabilities
Gather information around the application:
1. Identify CRM optimization team.
2. Inventory current system state.
3. Complete the CRM business model to create goals and organizational alignment.
4. Identify key CRM processes (optional).
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Get the Most Out of Your CRM Workbook
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2. Assess your current state
Assess CRM and related environment. Perform CRM process assessment. Assess user satisfaction across key processes, applications, and data. Understand vendor satisfaction
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CRM Application Inventory Tool
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3. Build your optimization roadmap
Build your optimization roadmap: process improvements, software capability improvements, vendor relationships, and data improvement initiatives.
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Testimonials
We really appreciated Tom flexibility in adapting the workshop content to our needs. He was quite accommodating during the planning phase and even to our day-of requests. Tom facilitation style was excellent and he guided the discussion well and kept u...