Home > Insights > CRM Business Transformation

CRM Business Transformation

CRM Business Transformation

By: Ciopages Staff Writer

Updated on: Feb 25, 2023

Focus Key Word

CRM Business Transformation, as the name suggests, is more than just implementing a CRM software solution. It is more than that. CRM Business transformation, in fact, is an integral part of your digital transformation of the enterprise. So, if CRM transformation involves just bolting on a new and shiny CRM software, for all practical purposes it can be considered a major miss and a mistake.

So, what is CRM Business Transformation? Another buzzword by the consultants? Or it truly a transformational endeavor that encompasses people, process, technology and data for the enterprise? Indeed, our view it is the latter.

Garner predicts that the size of the CRM market shall be $37 billion in 2017. So the bulk of that spending is going to be on technology and integration, but services such as CRM business transformation strategy, change management and adoption and others will constitute a significant portion of the spending as well.

What is CRM Business Transformation?

We can define the CRM business transformation as the holistic rethinking of the customer value chain and transforming overall customer experience and powered by analytics, and enabled by digital technologies such as mobile, cloud, and social. It is essential you follow a well-defined CRM Transformation Framework.

What are the tenets of CRM Business Transformation?

    • A customer-first vision and philosophy that is laser focused on customer experience optimization across the omnichannel
    • CRM Business Transformation Strategy and Roadmap drive and influence the CRM platform and technology decisions
    • An organizational alignment around the CRM business transformation and what it means. For example, understanding it affects business models, sales and service model, channel strategy, structure, people and roles, processes, and last but not the least technology.
    • Digitizing manual processes is a win, but not a huge leap forward. In the digital business transformation of CRM, the question to ask is “How can we remove all the friction from customer engagement and experience across the sales and service value chain?” For this comprehensive client data analysis, persona development, and customer journey mapping will be useful techniques. In addition, both the voice of the customer and voice of the frontline employees can be a great input.

CRM Business transformation, in fact, is an integral part of your digital transformation of the enterprise. So, if CRM transformation involves just bolting on a new and shiny CRM software, for all practical purposes it can be considered a major miss and a mistake.

  • The structure, roles, and responsibilities should be anchored around the customer and primarily facilitate the customer journey from awareness all the way thru ongoing customer service.
  • The CRM Business Transformation should guide and influence the technology decision. There are several great CRM software platforms to choose from. But choose one that is simpatico with your business goals, objectives, and strategy.
  • A key part of the business transformation of CRM is change management, training, and adoption. Without a significant investment into adoption programs, many a CRM projects have failed to deliver the desired business results.
  • Plan holistically, but implement incrementally, and roll out on a piecemeal basis. Never ever boil the ocean.
  • CRM is not an island and cannot be another silo. An integration strategy that makes CRM software platform an integral and seamless part of the technology landscape is essential.

If you are intent on leveraging CRM as an integral part of the digital transformation and impact business outcomes, please talk to CIOPages.com advisory services team.

Also, accelerate your CRM business transformation with a comprehensive and integrated set of artifacts and deliverables in the CRM transformation toolkit.

Licensing Options:

We keep the licensing options – clean and straightforward.

Individual License: Where we offer an individual license, you can use the deliverable for personal use. You pay only once for using the deliverable forever. You are entitled any new updates within 12 months.

Enterprise License: If you are representing a company, irrespective of size, and intend to use the deliverables as a part of your enterprise transformation, the enterprise license is applicable in your situation. You pay only once for using the deliverable forever. You are entitled any new updates within 12 months.

Consultancy License: A consulting or professional services or IT services company that intends to use the deliverables for their client work need to pay the consultancy license fee. You pay only once for using the deliverable forever. You are entitled any new updates within 12 months.

Product FAQs:

Can I see a Sample Deliverable?

We are sorry, but we cannot send or show sample deliverables. There are two reasons: A) The deliverables are our intellectual property, and we cannot share the same. B) While you may be a genuine buyer, our experience in the past has not been great with too many browsers and not many buyers. We believe the depth of the information in the product description and the snippets we provide are sufficient to understand the scope and quality of our products.

When can I access my deliverables?

We process each transaction manually and hence, processing a deliverable may take anywhere from a few minutes to up to a day. The reason is to ensure appropriate licensing and also validating the deliverables.

Where can I access my deliverables?

Your best bet is to log in to the portal and download the products from the included links. The links do not expire.

Are there any restrictions on Downloads?

Yes. You can only download the products three times. We believe that is sufficient for any genuine usage situation. Of course, once you download, you can save electronic copies to your computer or a cloud drive.

Can I share or sell the deliverables with anyone?

You can share the deliverables within a company for proper use. You cannot share the deliverables outside your company. Selling or giving away free is prohibited, as well.

Can we talk to you on the phone?

Not generally. Compared to our professional services fee, the price of our products is a fraction of what we charge for custom work. Hence, our business model does not support pre-sales support.

Do you offer orientation or support to understand and use your deliverables?

Yes, for a separate fee. You can hire our consultants for remote help and in some cases for onsite assistance. Please Contact Us.