Services
Business Objectives & Strategy Alignment
Business Objectives & Strategy Alignment
Business Objectives & Strategy Alignment
- Client’s strategic goals (sales growth,
customer retention, digital
transformation, etc.)
- How CRM supports these objectives
- Outcomes: Business goals mapped to
CRM benefits
Current State Assessment
Business Objectives & Strategy Alignment
Business Objectives & Strategy Alignment
- Existing Tools & Systems
- Current Processes
Stakeholder & User Needs
Business Objectives & Strategy Alignment
Data & Integration Readiness
- Departments involved (sales, marketing,
support, management)
- Key requirements gathered (e.g., lead tracking,
customer 360, campaign management)
- Outcomes: Requirements catalog
Data & Integration Readiness
Staff Skills & Change Management
Data & Integration Readiness
- Current customer data sources (ERP, website,
support system, spreadsheets)
- Data quality assessment (duplicates,
completeness, ownership)
- Integration needs with existing tools
- Outcomes: Data readiness & integration map
Technology Readiness
Staff Skills & Change Management
Staff Skills & Change Management
- Infrastructure (cloud vs. on-
premise readiness)
- IT governance & security policies
- Scalability & vendor alignment
- Outcomes: Technical readiness checklist
Staff Skills & Change Management
Staff Skills & Change Management
Staff Skills & Change Management
- Current staff skill level with CRM &
digital tools
- Gaps in technical or functional expertise
- Training needs
- Outcomes: Training & adoption roadmap
Gap Analysis
Recommendations & Roadmap
Recommendations & Roadmap
- Business gaps
- Process gaps
- Data gaps
- People gaps
- Outcomes: Overall gap assessment
Recommendations & Roadmap
Recommendations & Roadmap
Recommendations & Roadmap
- Recommended actions (short-term, medium-
term, long-term)
- High-level CRM roadmap (phases:
requirements, vendor selection, data prep,
training, implementation readiness)
- Outcomes: Clear next steps
Risks & Mitigation
Recommendations & Roadmap
Risks & Mitigation
- Data migration risks
- Adoption resistance
- Vendor lock-in
- Cost management
- Outcomes: Risk register with
mitigation actions
Conclusion
Deliverables Provided
Risks & Mitigation
- Summary of findings
- Expected business impact of CRM adoption
- Next steps for management
Deliverables Provided
Deliverables Provided
Deliverables Provided
- CRM Needs Assessment Report
- Process Flow Diagrams (AS-IS / TO-BE)
- Requirements Catalog
(Functional + Technical)
- Gap Analysis Heatmap
- CRM Readiness Dashboard
- High-Level Roadmap