Start your CRM Project with the strategy not the technology
Many CRM projects fail because they start with the technology, not the strategy. This approach enables you to interpret your strategies and customer experience aspirations into solid business requirements that can be programmed into enabling systems.
A BRD (Business Requirements Definition) is a document that details what your business needs are for new systems implementation, be it a CRM, ERP, website CMS, or a custom system. The lack of an accurate articulation of your requirements that are unambiguously communicated to the technology partner is a common stumbling block.
A BRD typically covers:
- The Customer Strategy
- Segmentation Model
- Customer Journey
- Current Situation
- Contact Plans
- Business Requirements per customer-facing process
- Impact by department
- Management Information
- Implementation approach
- Audit requirements
This is complemented by a Champion-led Change programme that helps with the change and programme management required to ensure successful implementation.
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