CRM Best Practices – Page 3

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

September 22, 2016

Strategic Planning Considerations

We have been working with a non profit organization on their strategic planning. Thought this subset from the list of considerations /guidelines we came up with, […]

August 6, 2016

The impact of CRM strategy workshops

For all clients, whether kicking off a CRM initiative for the first time, or for those recalibrating their current initiatives, we advise a 1-2 day planning […]

August 5, 2016

Salesforce User Training around a ‘Day in the Life of’ the user

We base the curriculum for our Salesforce User Training sessions for clients, on key scenarios that make up a ‘day in the life of’ a user. We […]

August 4, 2016

Requirements gathering sessions

While the mix of sessions, duration and attendees will be tailored for each situation, here are some considerations for your requirements gathering interviews and group sessions: […]

February 20, 2016

Digital Strategy – analyzing CRM capabilities

A significant part of your digital strategy is about determining where to shift your CRM focus to. When analyzing your company’s customers and their behaviors, ask the […]

February 4, 2016

“Follow me homes” for Customer Context

Intuit uses ‘Follow me homes’ where the idea is to watch the customer and rely on behavioral data, not attitudes or words. Figuring out the broader […]