Uncover the
UpCRM 4D Service Methodology
which focuses both on customer experience & CRM employee adoption
Uncover the
UpCRM 4D Service Methodology
which focuses both on customer experience & CRM employee adoption
DISCOVER
Define the expected outcomes of the CRM project
Objectives
- CRM project Implementation Strategy Definition,
- CRM processes Definition, including operational, reporting and monitoring tasks,
- Operational requirements and constraints Gathering.
Stakeholders
- Senior Management,
- Sales & Marketing,
- Operational Key Users.
Activities
- Get a synthetic organization’s view & validate the whole approach with key stakeholders,
- On site workshops to prioritize collected features, high level processes, main use cases, review processes & features definition,
- Validation meeting to present consolidated scope to main stakeholders and gather comments & amendments.
Deliverables
- Global scope,
- Accurate view of all processes,
- Implementation plan vision,
- Main project KPIs.
DISCOVER
Define the expected outcomes of the CRM project
Objectives
- CRM project Implementation Strategy Definition,
- CRM processes Definition, including operational, reporting and monitoring tasks,
- Operational requirements and constraints Gathering.
–
–
–
Stakeholders
- Senior Management,
- Sales & Marketing,
- Operational Key Users.
Activities
- Get a synthetic organization’s view & validate the whole approach with key stakeholders,
- On site workshops to prioritize collected features, high level processes, main use cases, review processes & features definition,
- Validation meeting to present consolidated scope to main stakeholders and gather comments & amendments.
–
Deliverables
- Global scope,
- Accurate view of all processes,
- Implementation plan vision,
- Main project KPIs.
DESIGN
Specify features to be implemented
Objectives
- Definition of all functional requirements and flows,
- Definition of Technical Architecture,
- Definition of Application integration Interfaces,
- Definition of Data migration Strategy.
Stakeholders
- Senior Management,
- CIO & IT,
- Managers,
- Operational key users,
- Application Management.
Activities
- Workshop sessions to identify business objects & use cases, required Salesforce extensions, external system integration and data migration,
- IT Architecture meetings,
- Meetings with application managers,
- First release plan validation meeting.
Deliverables
- Functional Design,
- Technical Design,
- Application Integration,
- Data Migration Strategy,
- Blue Print Validation.
Specify features to be implemented
DESIGN
Objectives
- Definition of all functional requirements and flows,
- Definition of Technical Architecture,
- Definition of Application integration Interfaces,
- Definition of Data migration Strategy.
–
–
Stakeholders
- Senior Management,
- CIO & IT,
- Managers,
- Operational key users,
- Application Management.
Activities
- Workshop sessions to identify business objects & use cases, required Salesforce extensions, external system integration and data migration,
- IT Architecture meetings,
- Meetings with application managers,
- First release plan validation meeting.
–
Deliverables
- Functional Design,
- Technical Design,
- Application Integration,
- Data Migration Strategy,
- Blue Print Validation.
DELIVER
Implement & Deploy the solution through an iterative process
Objectives
- Workshops preparation and execution,
- Salesforce configuration and developments,
- Application Interfaces and Data Migration,
- Reporting & Dashboarding,
- Security Model implementation,
- Tests,
- Validation.
Stakeholders
- Management teams,
- IT Teams,
- Key Users.
Activities
Each “Release” will be delivered using the following work pattern:
- Review of blue print design,
- Implementation workshops preparation and execution,
- Mock-ups preparation,
- Object configuration & Specific developments (if required),
- Reports & Dashboard,
- Data Migration & System Integration (if required),
- Unit and Integration Tests & User Acceptance,
- Training material preparation & user documentation,
- Technical Handover and Technical Documentation,
- Go Live.
Deliverables
- Solution Deployment & Data Migration,
- Acceptance Testing & Solution Go-Live,
- Training material setup & Technical handover.
DELIVER
Implement & Deploy the solution through an iterative process
Objectives
- Workshops preparation and execution,
- Salesforce configuration and developments,
- Application Interfaces and Data Migration,
- Reporting & Dashboarding,
- Security Model implementation,
- Tests,
- Validation.
Stakeholders
- Management teams,
- IT Teams,
- Key Users.
Deliverables
- Solution Deployment & Data Migration,
- Acceptance Testing & Solution Go-Live,
- Training material setup & Technical handover.
Activities
Each “Release” will be delivered using the following work pattern:
- Review of blue print design,
- Implementation workshops preparation and execution,
- Mock-ups preparation,
- Object configuration & Specific developments (if required),
- Reports & Dashboard,
- Data Migration & System Integration (if required),
- Unit and Integration Tests & User Acceptance,
- Training material preparation & user documentation,
- Technical Handover and Technical Documentation,
- Go Live.
DELIVER
Implement & Deploy the solution through an iterative process
Objectives
- Workshops preparation and execution,
- Salesforce configuration and developments,
- Application Interfaces and Data Migration,
- Reporting & Dashboarding,
- Security Model implementation,
- Tests,
- Validation.
–
–
–
–
Stakeholders
- Management teams,
- IT Teams,
- Key Users.
Activities
Each “Release” will be delivered using the following work pattern:
- Review of blue print design,
- Implementation workshops preparation and execution,
- Mock-ups preparation,
- Object configuration & Specific developments (if required),
- Reports & Dashboard,
- Data Migration & System Integration (if required),
- Unit and Integration Tests & User Acceptance,
- Training material preparation & user documentation,
- Technical Handover and Technical Documentation,
- Go Live.
Deliverables
- Solution Deployment & Data Migration,
- Acceptance Testing & Solution Go-Live,
- Training material setup & Technical handover.
DRIVE
Ensure Better Adoption
Objectives
The Drive Phase aims to manage transition to the new solution, through observation, communication, training & recognition.
We advise to run this program over the course of a year.–
Stakeholders
- Key Users,
- Management & Senior Management,
- Human Resources.
Activities
Sessions are held to bring a successful conclusion; from intensive work and support efforts during the first month to follow-up tasks. The involvement of Support & Drive Teams will depend on the elaborated strategy.
- Launch phase; to ensure company objectives are clearly understood by team leadership and all users (first 4 Weeks),
- Active CRM usage; ensuring skills development & alignment to company objectives (3 months),
- Confident usage; new usages are generating results (2 months),
- Proficiency and Advocacy; promoting new levels of usage (6 months).
Deliverables
- Training & communication material,
- KPI monitoring reports & Dashboard (SF),
- Team or individual Coaching & Support.
DRIVE
Ensure Better Adoption
Objectives
The Drive Phase aims to manage transition to the new solution, through observation, communication, training & recognition.
We advise to run this program over the course of a year.–
Stakeholders
- Key Users,
- Management & Senior Management,
- Human Resources.
Deliverables
- Training & communication material,
- KPI monitoring reports & Dashboard (SF),
- Team or individual Coaching & Support.
Activities
Sessions are held to bring a successful conclusion; from intensive work and support efforts during the first month to follow-up tasks. The involvement of Support & Drive Teams will depend on the elaborated strategy.
- Launch phase; to ensure company objectives are clearly understood by team leadership and all users (first 4 Weeks),
- Active CRM usage; ensuring skills development & alignment to company objectives (3 months),
- Confident usage; new usages are generating results (2 months),
- Proficiency and Advocacy; promoting new levels of usage (6 months).
Ensure Better Adoption
DRIVE
Objectives
The Drive Phase aims to manage transition to the new solution, through observation, communication, training & recognition.
We advise to run this program over the course of a year.
–
–
–
–
–
Stakeholders
- Key Users,
- Management & Senior Management,
- Human Resources.
Activities
Sessions are held to bring a successful conclusion; from intensive work and support efforts during the first month to follow-up tasks. The involvement of Support & Drive Teams will depend on the elaborated strategy.
- Launch phase; to ensure company objectives are clearly understood by team leadership and all users (first 4 Weeks),
- Active CRM usage; ensuring skills development & alignment to company objectives (3 months),
- Confident usage; new usages are generating results (2 months),
- Proficiency and Advocacy; promoting new levels of usage (6 months).
–
Deliverables
- Training & communication material,
- KPI monitoring reports & Dashboard (SF),
- Team or individual Coaching & Support.