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Sunday Aug 01

Detailed Needs Analysis

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First and foremost, CRM (Customer Relationship Management) is a business strategy (see our definition of CRM ), and our project approach at Resolv requires personal, face-to-face contact to understand your organization’s current situation and vision for the desired CRM system. During this process we seek to understand where an organization is headed, from a C-Level perspective. We document organizational goals for the next three to five years, along with pitfalls that may already be foreseen in relation to the C-level vision and goals.

The DNA report will be a specific plan for your organization as you move forward with your CRM strategy. This is what you can expect from a DNA:

  • A clear understanding of the CRM direction that begins with the CEO’s vision and all customer-facing departments within the organization
  • A well-defined CRM strategy for your organization
  • Written documentation of major goals for your organization
  • A detailed report of sales and quotation data with recommendations for improvement
  • A simple look at the major ROI points that may be achieved based on the CRM direction and goals
  • A functional analysis of all customer facing departments with recommendations for improvement

A phased action plan with recommendations for achieving the stated CRM goals and objectives

To perform this analysis the Resolv consulting team will conduct in-depth interviews with the CEO, senior management and other project stakeholders. We will meet with members of all customer-facing departments (sales, customer service, support, shipping, marketing, etc). We find out what they are currently doing, what areas they perceive to need greater efficiency and changes they would like to see in the next three to five years.

Next, we analyze three years of sales data. This is critical, as the data tells a story that is necessary to understand prior to implementing CRM software. When you get right down to it, organizations are not looking for software, they are looking for increased sales, increased customer retention, higher profit margins, etc., all of which are visible in an analysis of three years of sales data.

Finally, we conduct some industry research. While we understand that each organization is unique. It is still important to understand where the industry is headed.

All of this data is combined with hundreds of comments and recommendations. Many of the recommendations end up being non-software related. They are recommendations related to marketing, organization, compensation, and culture, all of which make up a CRM strategy.

The DNA report will provide your organization with

  • A map showing how to achieve the goals laid out by senior executives and others
  • An ROI estimates based on the information provided in the discovery process
  • A proof-of-concept demo in SalesLogix, a leading CRM package.
  • A detailed Budgetary Quote, based on a good faith estimate, which will include the software and professional service requirements recommended for the project