This is a pack that I have created recently to help a team gather initial information and requirements to support a CRM requirements gathering exercise.

1. CRM Requirements Gathering Session 1

2. • The business requirements will form the basis of future projects and will determine the
eventual scope.
• If a ‘need’ is not raised as a requirement, the project will not know that the system must
perform an action- therefore it will not be included within the scope of the project or
included within the end solution.
• The requirements will be base-lined at the end of the Initiate Phase. Any requirements
submitted after this date will not be accepted without a change request and associated
funding (where applicable).
• The identified business stakeholders are responsible for ensuring that all requirements are
raised during the Initiate Requirements gathering process.
The Importance of Requirement Gathering

3. Understanding the Business

4. • What do you sell?
• How is it sold?
• How much does it cost?
• Who are your ‘customers’?
• Who are the ‘sellers’?
• Describe your ecosystem (partners, customers, competitors)
General Questions- Discussion

5. • What groups make up the team? What are their roles and responsibilities? Provide a brief
description of the existing sales organisation.
• How do the teams currently communicate and interact?
• What are the strategy, goals and objectives?
• What tools/ systems are currently used? How are they used?
• Who currently uses these tools?
• How many people use the system?
• What is the experience of the user?
• What projects are underway at the moment to change the current system?
General Questions cont.… Discussion

6. Identifying Customers

7. • Describe your typical day.
• How do you identify potential customers?
• Who initiates relationships?
• How do you contact customers?
• Who manages relationships?
• Do you track information about contacts? If so, what details are important?
• Do you track information about companies? If so, what details are important?
Identifying Customers- Discussion

8. • How do you segment your customers?
• What activities/ engagements do you want to track?
• What information is shared between different teams?
Tracking Customer Engagements- Discussion

9. The Product

10. • What can you sell?
• What if you sell something ‘new’?
• Can you sell in bulk?
• Can you sell across sites?
• Can you sell globally?
The Sales ‘Item’- Discussion

11. The Sales Process

12. • How do you forecast sales?
• Describe the lifecycle of a sale?
• How you turn a prospect into a customer? What are the steps, what are the activities that
are needed to support this?
• Do you have different processes for existing and new customers?
• Do you have different processes per segment?
• Is any of the sales function outsourced? Are agencies used for any of the sales function?
• How do you measure sales performance?
The Sales Process- Discussion

13. • Who can create a deal or sale?
• Who needs to approve a deal or sale?
• Who needs to review a deal or sale?
• Who should be notified when a deal or sale is made?
Sales Approvals- Discussion

14. • What happens once a ‘deal’ has been agreed?
• How are the terms documented?
• How are contracts created?
• How is finance setup?
• How is the invoice paid?
The Purchase Process- Discussion

15. Management Information & Reporting

16. • What reports do you currently get out of the system?
• What information do you not get from the system?
• What information is taken from the system and shared globally?
Management Information & Reporting- Discussion

17. Any Questions?