Effective CRM in Six Practical Steps
Companies can ensure the success of Commercial Off-the-Shelf (COTS) package-based Customer Relationship Management (CRM) transformation through judicious use of business drivers for a phased implementation program. The costs and risks of a CRM transformation can be minimized by integrating it with the enterprise IT strategy and mapping its dependence with operational systems, according to Infosys' experts.
In an article on CRM Buyer, our experts propose a Release Planning Framework and 6-step planning process for a rapid transformation. It can be combined with a Benefit Complexity Matrix to:
- Identify the least-resistant path to transformation
- Assess the levels of COTS customization and interfacing to enhance business processes
- Prioritize business processes for a phased transformation
- Plan releases and address implementation challenges
Read the article
Reproduced with the permission of CRM Buyer
Author
Manish Sarswat, Principal Consultant, Enterprise Solutions, Infosys Limited
Manish has rich experience in implementing enterprise CRM solutions for telecommunication and logistics companies. He can be reached at
Himanshu Sharma, Principal Consultant, Enterprise Solutions, Infosys Limited
Himanshu is focused on implementing enterprise CRM solutions for utilities and logistics companies. He can be reached at
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