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 18, 2017

10 Tips for Requirements Gathering Interviews on your CRM Projects

Tips for requirements and current state analysis interviews for your CRM system. The tips span planning, conducting and following up after your 1-1 stakeholder interviews.
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 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

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

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.
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

Balanced Scorecard as a Strategy Formulation Tool

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

Analyze your Industry to Assess Full Impact of CRM Investments

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

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.