Broad Systems to Define CRM Road map

1. CRM Requirements Roadmap
CUSTOMER
SUPPORT
TODAY YEAR 1 YEAR 2 YEAR 3
Self-Service Portal
Web Forms
Email-to-Case
Knowledge Management
Case Management
Contact Management
Activity Management
Agent Console
Call Scripting
Live Chat
Telephony Integration
Document Management
Forecasting
Email Template
v
None
Community
System
CRM CRM
None CRM CRM CRM
Support
System
CRM CRM CRM
Manual KM System CRM CRM
Manual CRM CRM CRM
Old CRM CRM CRM CRM
None Manual CRM CRM
Manual CRM CRM CRM
None Manual CRM CRM
None
Live Chat
System
CRM CRM
Manual CRM CRM CRM
None
None
None
CRM
CRM
CRM
CRM
CRM
CRM
CRM
CRM
CRM
Purpose
For each function, determine if you have a function, what system is currently used for that function, and
decide which year, or you will integrate with your CRM platform. Marketing may be used by Healthcare
Insurance and Society Awareness Campiagn. While Customer Service modules help agents to serve
customer

2. CRM Requirements Roadmap
Purpose
For each function, determine if you have a function, what system is currently used for that function, and
decide which year, or you will integrate with your CRM platform. Marketing may be used by Healthcare
Insurance and Society Awareness Campiagn. While Customer Service modules help agents to serve
customer
MARKETING TODAY YEAR 1 YEAR 2 YEAR 3
Campaign Management
Email Marketing
Auto-Response Emails
Search Marketing
Lead Management
List Management
Collateral Management
Content Production
Digital Asset Management
Event Management
Surveys & Feedback
Manual Manual CRM CRM
Email System CRM CRM CRM
Email System CRM CRM CRM
Manual SEO System SEO System SEO System
Old CRM CRM CRM CRM
Email System CRM CRM CRM
None Manual
Collateral
System
CRM
Manual
Content
System
CRM CRM
None
Digital Asset
System
CRM CRM
Survey
System
CRM CRM CRM
Survey
Systems
CRM CRM CRM