October 23, 2017

Is your Sales Strategy aligned to your Organizational Strategy?

What does it mean to align your Sales Strategy with the Organizational Strategy? How does one make this discussion real ? And what relevance does it have to Salesforce CRM implementations and vice versa - what relevance can your CRM have to this alignment?
May 1, 2017

Intangible Benefits & Costs for a CRM Initiative

Use data collected at granular levels from credible sources, when estimating intangible benefits from CRM initiatives. Alongside, the article provides some prompters for factoring in intangible costs.
February 27, 2017

Evaluating Portfolio of CRM Initiatives

A powerful visual tool to organize and evaluate a large number of initiatives is a simple 2 x 2 grid. It guides you in prioritizing your initiatives.
February 10, 2017

Top 5 Business Analysis Activities on a CRM Project, Beyond Requirements

A CRM Business Analyst’s activities include relating the project to the company strategy, managing stakeholders, preparing business case & project scope, driving user adoption.
February 9, 2017

Process of building a CRM Business Case

The article lists activities that go into preparing a business case – analyzing high level requirements, assessing costs and benefits, risks, solution options and then selling the case.
February 9, 2017

Strategic Themes for CRM Initiatives

Cross reference observations from your workshops and interviews analyzing current state and cross reference them against best practices to arrive at strategic themes
February 7, 2017

User Adoption is a Critical Success Factor in Designing Salesforce Solutions

How effectively you drive adoption among your customer facing staff to bring enduring changes in business processes and behavior will define the success of your Salesforce initiatives.
February 7, 2017

Cause & Effect Analysis for Studying CRM Failures

Cause & Effect Analysis for studying CRM failures is illustrated using a real life example of analyzing declining sales by diving deeper into Processes, People, Structure, Planning.
February 6, 2017

Business Case across the CRM Project Life Cycle

Does the business case have relevance beyond the early stages of the project? Yes it does. A useful business case is one that you evolve as you complete key milestones during the life cycle.
February 6, 2017

Using Subject Matter Experts for your CRM initiatives

Subject Matter Experts (SMEs) are good resources to tap into for new ideas and trends. Companies may have Enterprise Architecture Teams or Advisory Boards or a network of experts to tap into.
February 6, 2017

Identifying Stakeholders for your CRM initiative

Look across internal and external users for identifying stakeholders for your project. Regulators, partners, suppliers and even competitors are candidate stakeholder groups.
February 6, 2017

Stakeholder Analysis & Management

A range of stakeholders exercise influence, positive or negative over the project and its results. Having a close relationship with and understanding their motivations is critical.
February 6, 2017

Root Cause Analysis for Diagnosing Issues with CRM Initiatives

Rely on the techniques of Root cause Analysis and ask ‘why’ enough number of times to arrive at the real reasons for failures of CRM issues. Do not take hunches and hypotheses at face value.
February 5, 2017

Business Analysis vs. Systems Analysis (WHAT vs. HOW) for the CRM project

Business Analysis identifies what it takes the business to evolve from its current state to an aspired one. Systems Analysis on the other hand, directly addresses the requirements of systems being developed.
February 5, 2017

Strategic Context for the CRM project

Your CRM project is conceptualized in the context of your organization’s customer strategy. It is important for the implementers to grasp and fully appreciate this context