Insights

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 8, 2017

Problem Statements and Business Goals guide the CRM Project Scope

For establishing the scope of the project, we need to think through the statement of the business problem being addressed and the goals that the CRM project is setting out to achieve.
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

Playing to Win Framework for Communicating Strategy

Strategy is about answering three questions - Who we are, Where we play and How we win. For the CRM Business Analyst, this is a great framework for understanding the company’s strategy
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

Identifying Criteria for Selecting Solutions

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

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

Observe Users For Analyzing their Unspoken CRM Needs

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

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.