CRM Fundamentals

Developing a Roadmap Midstream

The sample roadmap in the previous section describes a scenario where an organization, IdeaShare, is planning its initial launch of a CRM program. But what if your organization has already rolled out a CRM program and application and your goal is to apply more rigor to the management of the program to help more employees get more value from CRM? The general two-step process outlined in this chapter, assessment followed by roadmap planning, still applies to this situation. In some ways, this situation is easier than starting “from scratch.” Employees are already familiar with the concepts of CRM and with your organization’s chosen CRM application. The challenge is that “you never get a second chance to make a first ...