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Customer Relationship Management (CRM) software-the systems that allow companies to plan and analyze marketing campaigns, to identify sales leads, and to manage their customer contacts and call centers-are being implemented or are already operating in a large number of companies in many industries. Yet many managers express a high level of dissatisfaction with their solutions citing needless complexity, cost overruns, poor usability, and unmet performance expectations as complaints. A failure to establish clear business goals is the most common source of these problems. SCG Manages Risk Initiating a Customer Relationship Management (CRM) solution should not be approached haphazardly. Following Microsoft best practices, we conduct a thorough CRM GAP Analysis in order to assess our client's business goals and requirements. Our goal is to provide a structured environment in which our clients can make well-informed business decisions. We manage risk by using the following methodology. SCG Defines Baseline Requirements We kick off the GAP Analysis using a three-pronged approach. We leverage our client's information base by compiling and reviewing all existing system documentation, including any report specifications, business rules, and information on processes. We also request that all stakeholders complete a questionnaire which includes questions ranging from "How does a customer contact you to get information?" to "What are your long term business goals?" Concurrently, we audit our client's existing hardware infrastructure. This approach allows us to quickly determine customer service, sales, and IT baseline requirements. SCG Interviews Key Personnel To validate and verify baseline requirements, we perform scheduled structured interviews with key departments and personnel including sales and customer service managers, IT and frontline staff. Placing strong emphasis on departmental ownership and accountability, we focus on clearly defining three main areas:
SCG Documents the Process To facilitate communication between departments and add value to the project, SCG documents the entire process of discovery. We capture, organize and distribute meeting notes that include key discussion points, items covered, goals, milestones, initiatives, and decisions. We distribute our meeting notes weekly to all stakeholders. This flow of information enables our clients to identify potential issues, achieve consensus and develop workable solutions during the early stages of the discovery process before significant resources have been invested. SCG Delivers Assessments As departmental requirements become clear and the needs of internal customers are balanced, SCG analyzes and evaluates our findings. We deliver our assessments in the following documents:
SCG Delivers Gap Analysis and Recommendations After having gathered all requirements, we align our client's business goals and requirements with CRM functionality. We publish our findings in the Gap Analysis, a comprehensive list of our client's requirements matched to CRM functionality followed by our recommendation. The analysis includes matrices for:
SCG Gap Analysis Ensures Risk-Free IT SCG's reputation is built on delivering risk-free IT solutions. Conducting a Gap Analysis ensures that our clients understand their options before they commit to a full CRM implementation. By providing our clients with tools that help them make well-informed business decisions, SCG has deployed many highly successful, cost-effective CRM solutions. Let Us Help You Today To see how SCG can help you today, contact us. |
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