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CRM Solution Blueprint

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Have you ever heard of building a house without a blueprint? Crazy. The same goes for updating or implementing new CRM software without a blueprint.

To see strong ROI and user adoption from your investment, you need a CRM Solution Blueprint — an action plan to drive the success of new technology.

Publié dans : Technologie
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CRM Solution Blueprint

  1. 1. CRM Solution Blueprint An Action Plan to Drive the Success of Your New Technology
  2. 2. Housekeeping • 45-minute presentation with Q&A at the end • Type questions into the "question box" to submit throughout the presentation • We'll send a copy of the deck and recording of the webinar in follow-up emails after the event #LearningWithBrainSell
  3. 3. About BrainSell • Founded in 1994 • A growth enablement company • We help companies thrive by solving their business challenges with guidance and technology. • Specialize in ERP, CRM, Business Intelligence, Customer Service and Marketing Automation technologies #LearningWithBrainSell
  4. 4. Presenter #LearningWithBrainSell Tony Berry Senior Solutions Architect Tony has over 35 years of experience leading sales, consulting, and development teams. He is also a business analyst and technology consultant with expertise in developing technology solution roadmaps, implementing strategic programs to enable business growth, and establishing strong relationships with partners and customers.
  5. 5. CRM Solution Blueprint An Action Plan to Drive the Success of Your New Technology
  6. 6. Agenda  Why do we recommend a Solution Blueprint?  What is a Solution Blueprint?  Our Solution Blueprint process  Benefits of a Solution Blueprint  Real results from real companies #LearningWithBrainSell
  7. 7. Why a Solution Blueprint? #LearningWithBrainSell
  8. 8. CRM Software ≠ CRM Success #LearningWithBrainSell This SMART approach helps to ensure success by aligning CRM technologies to effectively enable customer centric strategies. Used to identify and prioritize CRM requirements Prioritized KeyProcesses S • Customer Centric Strategies M • Success Metrics A • Organizational Alignment R • Re-Engineer and Train T • Technology as an Enabler *Source – CSO Insights
  9. 9. What is a Solution Blueprint? #LearningWithBrainSell • A structured action plan for a successful implementation of a technology solution. • Typically includes: • High-level requirements and recommendations • Key metrics and success measures • People, process, and technology considerations • Architecture and integration/migration plans • A timeline and high-level cost estimate • Publisher short list (for selection) • Proof of concept demo “ A blueprint is a guide for making something — it's a design or pattern that can be followed ”
  10. 10. The Solution Blueprint Process #LearningWithBrainSell Pre-interview Planning Systems Reviews SME Interviews Blueprint Documentation Findings Review Business requirements for each functional area Current State Analysis Solution Recommendation Functional Areas: • Sales • Marketing • Customer Service • Executive • IT • Others Line of Business Systems (LOBs): • CRM • Marketing • ERP • Operations/HR • Others Deliverables: • High-level CRM Business requirements • High-level Design Document • Migration and Integration recommendations • Implementation road map, timeline, high level estimated costs • Proof of Concept (POC) Company Overview & Key Strategies, Goals and Objectives
  11. 11. The Benefits #LearningWithBrainSell • A shared vision for the project • A definition of success • A roadmap on how to get there • Key metrics for gauging results • Identifies people, process, and technology impacts
  12. 12. Example: Chemical Manufacturing Company #LearningWithBrainSell Pre-interview Planning Systems Reviews SME Interviews Blueprint Documentation Findings Review Business requirements for each functional area Team Based Selling Current State Analysis Tools gap - ERP with CRM customizations but being replaced in future Solution Recommendation Integration with high volume of quotes and invoices from Legacy ERP Functional Areas: • Sales • Marketing • Customer Service • Executive • IT • Others Line of Business Systems (LOBs): • Legacy ERP • eMarketing • No CRM or BI Tools • Others Deliverables: • High-level CRM Business requirements • High-level Design Document • Migration and Integration recommendations • Implementation road map, timeline, high level estimated costs • CRM Software Selection Company Overview & Key Strategies, Goals and Objectives Transactional and Key Account Sales Models
  13. 13. Example: Chemical Manufacturing Company #LearningWithBrainSell Implement future state CRM and supporting technologies Make selection and establish implementation/migration plans Review Sessions with Vendors – Requirements, Use cases, TCO, Implementation timeline Validate short list of vendors and prepare RFP Prioritize requirements and develop use cases with a focus on key process areas Determine whether a best of breed or full stack solution is desired Selection Approach H=Out of Box, Light Configuration M=Some Configuration L=Extensive Config/Customization General CRM BPM Requirement Dynamics Salesforce Sugar CRM BPM Online Buyer Lifecycle M H H M Dashboards & Analytics H H H M Data Integration • ERP, Marketing H M1 M2 M Customer Insights M M M L3 Lead Generation H H H M Customer Inquiries H H H L3 Customer Service Quoting M M M M CRM Publisher Short List
  14. 14. Example: Chemical Manufacturing Company #LearningWithBrainSell
  15. 15. Example: Chemical Manufacturing Company #LearningWithBrainSell Integration Approach:
  16. 16. Results: Chemical Manufacturing Company #LearningWithBrainSell • Selected and implemented Salesforce across the organization and now expanding globally and to partner channel • Implementation simplified support of a future ERP selection (removed ERP customizations) • Integration pattern allowed tight quote and invoice integration with Legacy ERP • Sprint project approach allowed for knowledge transfer and self-sufficiency where appropriate
  17. 17. Example: Energy Supply Company #LearningWithBrainSell Pre-interview planning Systems reviews SME Interviews Blueprint Documentation Findings review Business requirements for each functional area No perceived overlap of requirements Current State Analysis CRM configured as workflow tool for customer onboarding Solution Recommendation Sales Performance embedded in CRM a key success driver Functional Areas: • Sales Groups (5) • Marketing • Executive • IT • Others Line of Business Systems (LOBs): • Sugar CRM • Multiple ERPs • PowerBI • Tableau • Corp Reporting • Others Deliverables: • High-level CRM Business requirements • High-level Design Document • Migration and Integration recommendations • Implementation road map, timeline, high level estimated costs • Proof Of Concept Company Overview & Key Strategies, Goals and Objectives High velocity sales, retail and wholesale channels
  18. 18. Example: Energy Supply Company #LearningWithBrainSell Requirements Overlap:
  19. 19. Example: Energy Supply Company #LearningWithBrainSell Integration Approach:
  20. 20. Example: Energy Supply Company #LearningWithBrainSell POC: Tableau and PowerBI Embedding
  21. 21. Example: Energy Supply Company #LearningWithBrainSell Benefits: • Project broken down into 6 Sprints • Focus on 2 or 3 key features each sprint • Staggered Go-Lives for each group • Transitions well to a self-sufficient model • Each sprint provides a go-no/go for next • Sprints can be paused or extended as needed Ongoing Support - Continuous improvement Sprint 6 – Accounts on maps, Real time product updates, Training Sprint 5 – SMS Integration, Reporting, Training, Case Mgmt, Goals/Targets, Last Touch, Stale Opps Sprint 4 – Reporting, Email, Integration/Templates, Dashboards Box Integration, Tableau Integration, Goals - doc Sprint 3 – Dashboards - Doc, Action Dashlet, Outlook Integration, Bid Reporting, Mobile Config/UAT Sprint 2 – Opportunities Implement, Mobile Doc, UAT Accounts/Contacts/ Activity Mgmt Sprint 1 - Security, Account, Contact, Activity Mgmt - Prototype, Doc, Implement Sprint 0 - Validate Requirements, Adjust Design, Initial Setup Implementation Approach:
  22. 22. Results: Energy Supply Company #LearningWithBrainSell • Re-implemented Sugar CRM with 5 sales groups (2 new groups) • Using Tableau embedded to provide sales performance data in context within Sugar • Integration pattern supported with current toolset and skills (Boomi, Tableau, SQL Server, etc.) • Sprint project approach allowed for knowledge transfer and self-sufficiency
  23. 23. Why a Solution Blueprint? #LearningWithBrainSell
  24. 24. Thank You For Attending! #LearningWithBrainSell Next Step Schedule a complimentary 20- minute tech audit with Tony Email: marketing@brainsell.net

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