The Eight-Step Process Review Procedure

Following is a brief discussion of ISM's full eight-step business process review procedure. The outlined steps provide general guidelines for the activities that must take place for you to understand your current and desired business processes relative to CRM.

Step 1: CRM Business Process Model

ISM works with key management to model your CRM business process. Models graphically display process steps, identify key inputs/outputs, and are supported with quantitative and qualitative information.

Step 2: Customer Observations and Feedback

ISM shadows selected customer-interfacing personnel and key customers to identify information and processes that are relationship enhancing or detracting.

Step 3: CRM Information Technology Review

ISM determines your current CRM information technology platform and capabilities.

Step 4: CRM Business Process Needs Identification

ISM conducts a structured session with key customer-interfacing personnel to categorize and prioritize perceived CRM business process needs.

Step 5: CRM Business Process Needs Prioritization

ISM administers customized questionnaires to a cross-section of key customer-interfacing personnel and customers to validate and prioritize findings revealed during the previous step.

Step 6: CRM Business Process Gap Analysis

ISM compares your desired CRM business process priorities with your current business processes, and evaluates CRM business process gaps along with development requirements.

Step 7: CRM Business Process Findings and Recommendations

ISM presents to your management team a final report that includes:

• A model of your current CRM business process.

• A description of your desired CRM business process.

• Alternatives for closing identified CRM business process gaps.

• Pragmatic advice concerning the impact and benefits of your enhanced CRM business process.

• An initial action plan including recommendations to achieve your enhanced CRM business process.

Step 8: Business Process Implementation Assistance

As needed, ISM supports your organization during the implementation of CRM business process enhancements, e.g., setting realistic goals, providing management updates, development of project plans, setting performance metrics, etc.