评估您的 CRM 流程的成熟度.pdf

e-book

assessthe

maturityofyour

CRMprocesses

Apracticalguideforthe

growingcompany

xrmvision.com/maturity

AUGUST-2016

THEPURPOSEOFTHISGUIDE?

Implementingoroptimizinganinternalprocess,willundoubtedlydestabilizetheestablishedstructureof

acompany.Whilethesechangesareusuallywanted,wemustensurethattheirpositiveoutcomeswillbe

pertinentandsufficientenoughtooutweightheperiodofinstabilitythatwillcomewiththesechanges.

Planningasmartimplementation,becomesevenmorecrucialinthecaseofaCRMsincemanyofthe

company’sprocesseswillbeaffectedbyitsrepercussions.Theimplementationmustbeadaptedtothe

operationalproceduresofthecompanyandbrokendownintoseveralstagesallowingemployeesto

graduallygraspandgaincontrolofthesechanges.Startinganoperationaloptimizationprojectbyusinga

processmaturityassessment,willenablethefollowing:

Prioritizechangesthathaveimmediatepositiveeffectsontheoperationsofthecompany

Swayyouremployeestowardschangebyincreasingtheirdailyefficiency

Makesurethecompanyisreadytorideeverywaveofchange

Establishtheexpectedbenefitsthateachchangewillbring

Thesearethereasonswhyeachofourprojectsbeginwithananalysisofourclients’CRMsituation,in

otherwords,assessingthematurityofitsprocesses.Webelievethatasimilarmethodologyshouldbe

usedforeveryprojecthavinganimpactonthekeyactivitiesofyourcompany.

WHATISMATURITYASSESSMENT?

Theterm“maturity”referstothestageofcontrolandoptimizationintheprocessesofacompany.Itis

definedasfollows:

“Amaturitymodelisasetofstructuredstage