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Capability Models
CRM Capabilities Model: A matrix of customer relationship capabilities
An industry-agnostic CRM capability map with 295+ capabilities across three levels. Includes definitions and KPIs. Use it to assess maturity, plan investments, and align technology to business needs.
About This Capability Model
A comprehensive, industry-agnostic capability map for the CRM function, covering 295+ business capabilities organized across three hierarchical levels. Use it to evaluate functional maturity, plan capability investments, and align technology to business needs.
What's Inside
- Capability Map — 295+ capabilities across Level 1 (strategic), Level 2 (tactical), and Level 3 (operational), in PowerPoint, Word, and Excel
- Capability Definitions — Clear descriptions at the most granular level for consistent interpretation
- Capability KPIs — Measurable indicators at Level 2 to assess maturity and performance
How Teams Use It
- Assess current-state maturity and identify capability gaps within the CRM function
- Align technology investments and vendor selection to specific capabilities
- Build a shared vocabulary between functional leaders and technology teams
- Drive process improvement, automation, and digital transformation initiatives
Who It's For
Enterprise architects, business architects, CRM leaders, transformation teams, and technology strategists.
What's Included
CRM Business Capabilities Map PPTCRM BUSINESS CAPABILITIES MAP PPT
CRM Business Capabilities Map ExcelCRM BUSINESS CAPABILITIES MAP EXCEL
CRM Business Capabilities Map DocumentCRM BUSINESS CAPABILITIES MAP DOCUMENT
CRM Business Capabilities Map PDFCRM BUSINESS CAPABILITIES MAP PDF
CRM Business Capabilities Map Definitions DocumentCRM BUSINESS CAPABILITIES MAP DEFINITIONS DOCUMENT
CRM Business Capabilities Map KPI's DocumentCRM BUSINESS CAPABILITIES MAP KPI'S DOCUMENT
Bonus File: Business Capability Modeling Overview PPTBONUS FILE: BUSINESS CAPABILITY MODELING OVERVIEW PPT
Bonus File: Business capability Summary Profile Template PPTBONUS FILE: BUSINESS CAPABILITY SUMMARY PROFILE TEMPLATE PPT
Bonus File: Capabilities to Microservices Mapping Example PPTBONUS FILE: CAPABILITIES TO MICROSERVICES MAPPING EXAMPLE PPT
Bonus File: Business Architecture - Framework to Enablement PPTBONUS FILE: BUSINESS ARCHITECTURE - FRAMEWORK TO ENABLEMENT PPT
+ 4 more files included
Customer Management
$699–$1999depending on license
(optional)
Enterprise License License
Consultancy License License
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Vendor-neutral content
Editable PowerPoint/Excel files
5 downloads · 30-day access