We want to present a petrochemical prospect on how CRM will help achieve higher customer service. For this we need to prepare a detailed road map with no specific mention to a crm vendor. What we want is to present a strategy and all your inputs will go a long way in helping me with this.
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Michael WoodProject Manager / Business Analyst / Business Process Improvement Guru| Independent ContractorGig Harbor, Wa, United States
The approach is sound. The strategy should be based around the improvements to customer service, support, management and profitablity that Management wants to achieve. Once these outcomes are defined a Value Gap Analysis should be developed that identifies what is missing or needed in the current operational environment in order to achieve the outcomes defined. End-to-End process maps for each operational area needing improvement need to be developed and the value shortfalls indexed to the processes. In addition new process maps need to be developed that reflect the improvements sought. With that knowledge in hand, products can be reviewed and aligned to the business model created and a rational and informed selection process can begin. Saving Changes...
Thank you for your valuable suggestions. Is it possible if you can provide me links on any case studies or presentations that have been developed on the lines of my query? Saving Changes...
