Many CRM implementation projects have one thing in common when it comes to the goals and visions of digital customer management: There is little or no discussion of future developments and customer expectations. However, new technologies from other industries or countries are often adopted by consumers and customers faster than expected.
What may be unthinkable for your company today can be crucial for your success tomorrow. Digital communication channels, the combination of online and offline, social media or the use of artificial intelligence are not short-lived trends, but permanent technologies that are interconnected.
Without a "backbone" of suitable, scalable technologies in your own company, the customer management of the future cannot be designed effectively.
In reality, the majority of workshops and interviews with sales, service or marketing on the introduction of digital customer management tend to focus on transforming the current status quo into an optimized IT landscape.
This approach is at odds with agile, future-oriented project management.
In our projects, we therefore always create a roadmap with several clearly focused expansion stages. After all, CRM is not only software, but also a control component, process, and corporate culture.
The creation of a CRM roadmap not only defines the delivery of software on a functional level. It also reveals the interdependencies at the technological, organizational, and personal levels. This makes the company fit for tomorrow's challenges.
Creating a thoughtful CRM transformation roadmap provides critical insight into system selection, not just from the perspective of individual requirement areas. In addition, a CRM transformation roadmap is a readiness check and a checklist for preparatory measures, making it a key component of a successful digitalization strategy.
Our experienced CRM consultants can help you put your CRM roadmap to the test.
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