Many organisations are trying to get more focused on customers: being more relevant and making it easier for customers to interact with them. Developing a proper CRM strategy requires you to take into account all three pillars: Sales, Service and Marketing. These are all contact points in the omni-channel customer journey and are all opportunities to engage your customer. But aligning these activities to deliver a consistent customer experience requires a cross-organisational strategy and execution plan.
Identify the as-is situation and the desired end-state
Prioritise initiatives based on value and develop a roadmap
Roadmap-implementation program management