CRM implementation strategy

2. CRM is a business strategy with outcomes that optimize profitability, revenue and customer satisfaction by organizing around customer segments, fostering customer-satisfying behaviors and implementing customer-centric processes. CRM should be an enterprise-wide initiative, in which enterprises know how they want to manage customer value and loyalty and put all relevant capabilities in place to achieve those goals. CRM technologies should enable greater customer insight, increased customer access, more-effective interactions, and integration throughout all customer channels and back-office enterprise functions. CRM

3. Strategy Business Architecture Technology Line of sight Goals Value Proposition Market Position Regulation Customer metrics CRM Information Customer lifecycle Location Customer Experience Organizational Collaboration Business Rules Business Interaction Model Vision Resource Mgt. Infrastructure Architecture Segment & list Mgt. Campaign Mgt. Lead Mgt. Trade Promotion Mgt. Marketing Analytics Sales Planning and forecasting Opportunity Mgt. Sales Performance Analysis Product Configuration and pricing Telemarketing Telesales Customer Service Shared HR Service Shared IT Service Interaction Center Mgt. Activity Mgt. 3-Dimensional Visible Enterprise Approach for CRM Knowledge mgt.

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