Defining Customer Relationship Management (CRM)

One of the most important steps when planning a CRM implementation is to prepare the key stakeholders for change. Furthermore, a clear and common view of the objectives and benefits to be derived from CRM is a critical success factor.

S1’s solution methodology, momentum, allows our customers to align businesses processes, manage information lifecycles, rationalize applications and restructure infrastructures to create business value. 

S1 momentum presents an integrated view of:

·         business and project planning (vision, strategy, goals and objectives), and

·         operations (organisations and business processes).

·         data/information flows,

·         application (systems) architecture, and

·         the enabling technological infrastructure across an enterprise.

In summary, technology supports the applications. The applications manage the information. The applications enable the business to align with organisational strategy.

S1 are subject matter experts in the Project Management and Transition Management layers in the above methodology. The Qualify stage seeks alignment of the CRM project to the strategic objectives of the business and is an important process often overlooked by other implementation service providers.  Without it, there is a risk of running a project that is strategically flawed and not synchronized to the business objectives. As such, “to “Qualify” a project involves system selection, benchmarking and business strategy alignment.

In the Qualify phase, our experts will:

• Clearly define your requirements,
• Align requirements to the University’s executive strategy,
• Understand possible vendor solutions,
• Set expectations (across all stakeholders),
• Improve business processes by mapping “As is” processes and documenting the “To Be” requirements,
• Identify other key opportunities  

Our work is to provide a comprehensive project plan and report that outlines the Institutes's readiness to proceed with the implementation of a CRM solution/strategy.

Using the S1 momentum methodology within the Qualify stage, S1 provides a professionally compiled, comprehensive report based upon the information gathering activity that informs the Institute and includes a:

• Full list of prioritised requirements.
• Ranking of the readiness of the organisation to adopt a CRM strategy and solution.
• Key environmental considerations for a successful CRM deployment (change resistors and obstacles).
• Opportunities for growth.
• Identification of the CRM modules required for a successful implementation
• Technical considerations.
• Clear, bounded recommendations about how to proceed with associated timelines and estimated costs.
• Identification of any project conflicts
• A clearly defined implementation plan which will outline ALL the tasks and activities required for a successful implementation.
• Outline the benefits to the institute
• Alignment of CRM project goals to strategic goals

In conjunction with the actual report, S1 will formally present the recommendations and implementation plan to the stakeholder group in the form of a Power Point presentation. This affords key stakeholders the opportunity to seek clarification on any points within the document.

The report also outlines how the project can transition from the Qualify Phase into Delivery using our methodology.

To learn more about how S1 can help you implement a CRM solution please click info@s1consulting.com.au here.

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