Insights
February 6, 2017
In this article, we share a simple artifact from one of our client engagements that captures various stakeholder groups and what each one valued in a […]
February 6, 2017
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
In analyzing CRM needs, ‘know the people’. Understand the user’s unmet or unspoken need. Observe users as they go about completing their tasks, in their own work environments.
February 6, 2017
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
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
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
Balanced Scorecard is a strategy tool for describing and managing strategy, in the knowledge economy. It transforms intangible assets into tangible customer and financial outcomes.
February 6, 2017
Your customers have choices not just from your competitors. Analyze the forces that influence your industry’s attractiveness for you and project how CRM investments can help shape it.
February 6, 2017
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.