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February 22, 2023
The article describes how we went about identifying the CRM needs for an online platform. The methodology that we used consisted of three macro steps – […]
July 19, 2018
You are the leader of a growing company. You have invested in Salesforce products for your sales, marketing, may be customer service functions. You are now preparing yourself for a significant growth phase that you anticipate or perhaps you are already seeing in your business.
As you expand and grow as a business, you are concerned that the strong customer relationships you have built, in your early years are now hard to scale, hard to replicate. You are now entering the phase where you are relying on the new front end staff that you’re bringing into the company to act entrepreunerial and take care of your customers with the same care and closeness when you were smaller.
And you are concerned that the Salesforce implementation you have in place is no longer fitting your expanding portfolio of products, services, customer segments, customer channels.
April 24, 2017
The users and choosers of the system are the first source of requirements for Salesforce CRM implementations. The article discusses 5 additional categories of sources.
April 10, 2017
If you hear users say ‘I thought it was obvious’ , that is tacit assumptions and knowledge in play ! Using examples from Sales, Services systems and even Tennis, we explain tacit knowledge.
April 3, 2017
Personas help differentiate similar roles and identify nuances you need to build in to the CRM system to address varied user needs. We discuss examples of persons for sales and service systems.
March 27, 2017
Tips for requirements workshops for your Salesforce CRM system. The tips span planning, facilitating and following up after your workshops
February 18, 2017
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 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 5, 2017
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.