Roadmap methodology
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The document outlines a CRM roadmap methodology, focusing on key objectives such as aligning business and IT strategies and prioritizing business issues for resolution. It emphasizes a structured approach to data collection and stakeholder engagement for project scoping and roadmap development. The final work plan includes functional business workshops and a comprehensive review of CRM functionality to ensure effective implementation and measurable outcomes.
Roadmap methodology
- 2. 3 1. Objectives 2. Approach 3. Work Plan and Framework Agenda
- 3. Objectives
- 4. 5 Key Objectives • Form initiatives/possible projects so that the requirements around customer portal, call center and segmentation/marketing are well put together • Ensure prudent management decisions, in terms of business process development and with corresponding IT support • Ensure Business-IT alignment (i.e., IT projects relate to areas that business values the most) • Prioritise the business issues that require attention and provide a Roadmap for resolution • Buy in from business to ensure support for the initiatives • Determine the management options for undertaking the business improvement initiatives Objectives – Roadmap enablement Assessment
- 5. Approach
- 6. 7 Collect data CategorisePrioritise Identify and Design Define Opp Evaluate Opp Opp to Funnel Approach to Scoping Projects and Roadmap Select stakeholder Planning
- 7. 8 Identification & Selection of Team • Business issues • Missing functionality • Strategic importance • Criticality • Business Requirements • Technical issues • Problematic technology • Affected systems • Interfaces Get relevant information about
- 8. 9 Collect data CategorisePrioritise Identify and Design Define Opp Evaluate Opp Opp to Funnel Approach to Scoping Projects and Roadmap Select stakeholder Planning
- 9. 10 All potential initiatives need to resolve business issues This exercise must take into account – • Corporate strategy • Departmental strategies • IT strategy Identify the strategic & tactical needs
- 10. 11 Collect data CategorisePrioritise Identify and Design Define Opp Evaluate Opp Opp to Funnel Approach to Scoping Projects and Roadmap Select stakeholder Planning
- 11. 12 Identify and Design: Specific Solution Map
- 12. 13 Example: Clean up-to-date Master Data Relation ships Master Data & Key Figures Plans Inter- action & History • Account Plans • Sales Agreement/ Contracts • Visit/Call Plans • Promotion Program • Address Data • Marketing Attributes • Account Profitability • Competitor • Contact Persons • Account Hierarchies • Internal & External Relationships • Interaction History • Sales History • Opportunities/Tenders • Classification • Influence & Role • Territories • Products in Use • Complaints • Status Report
- 13. 14 Example: Visit Planning • Close open actions • Set next agenda • Provide samples • End users notify • Report to customer • Set up users on online training Plan Activities Post Work Confirm Prepara- tion Execute Visit Close Ongoing Measurement
- 14. 15 Example: Account & Contact Management incl. Territory Management Mappedto
- 15. 16 Collect data CategorisePrioritise Identify and Design Define Opp Evaluate Opp Opp to Funnel Approach to Scoping Projects and Roadmap Select stakeholder Planning
- 16. 17 Categorize the needs and prioritise Source: Forrester Research
- 17. 18 • Each project carries a collective business value metrics based on e.g.: o Business Value – 14 parameters o IT Efficiency – 11 parameters o (Financial view – 5 parameters) • Portfolio mix: agile, cost-based or balanced • Reports risk and probability for success Business Value Indicators allow Project Prioritization by Business Value
- 18. 19 Business Value and IT Efficiency Index 25 38.3 51.6 64.9 40 60 80 100 ITEfficiencyIndex Business Value Index
- 19. 20 Collect data CategorisePrioritise Identify and Design Define Opp Evaluate Opp Opp to Funnel Approach to Scoping Projects and Roadmap Select stakeholder Planning
- 21. 22 • Comprehensive overview of relevant CRM functionality • Business involvement to ensure prioritisation of initiatives • High level business process designs • Mapping of business requirements to Functionality • High level gap list • Demonstrated value as outcome and buy in • Alignment to IT and business strategy • Initial project/s short duration, high impact & visibility • Successive projects aligned to customers CRM charter Summary Outcome
- 23. 24 Functional Business workshops – { Business Streams } 4 Week Work Plan for Scoping Study & Roadmap Final Analysis & Deliverable Preparation “High Level Scope” & Business Team Identification Identification and development of business process areas within the High Level Scope – review and assess Industry & Customers Best Practices IT System Landscape Review Data Gathering on Business Streams Step 2 – Gather data on “In Scope” business process list. Step 5 – Prepare final presentation Step 3 – Conduct workshops to establish a conceptual idea of business requirements and expectations as well as review and evaluation and review Industry Best Practices’ alternatives to build high level design and functional mapping Week 4 Week 1 Week 0 Week 2 Step 1 – Identify the High Level Scope and business team members involved in the study – Planning & Team Set- Up 1 2 4 3 To achieve the stated objectives the business, application, technical, and financial perspectives are reviewed Data Gathering on IT Streams Prioritsation - Determining BVI and IT Efficiency Index Week 3 Step 4 – Conduct Interviews or run survey for gathering the BVI and IT Efficiency Index including result validation to ensure strategic alignment of Business and IT 4 5
- 24. 25 Underlying Framework of Approach Purpose Purpose Purpose Purpose • Establish High Level Scope • Understand current project management process • Identify the business process owners & key users to be involved in the study • Establish Study Governance – Sponsors and Stakeholders • To understand current data and it’s related characteristics • Understand current & future functional capability, criticality, etc. • Understand data management capability and scalability of applications • Understand the current business processes § Review and evaluate Industry Best Practice § Business process mapping and build High Level TO-BE processes § Mapping to CRM Functionality • Obtain further understanding and conduct survey for BVI and IT Efficiency index (business and technical perspective) • Result Validation to ensure strategic alignment of business and IT Contacted Groups Collected Data Data Sources Contacted Groups • Sponsor & Stakeholders • Business Process owner • Management group • Business Requirements • CRM Business Strategy • CRM Issue List • Interfaces • Technical dependencies • AS-IS processes • Database metadata extraction • AS-IS Business processes • CRM Best Practices • Business process controls and cost drivers • Business Functional Model • CRM Business Strategy • interviews with application support teams • interviews with internal IT development teams • interviews with business process owners and business application owners Data Gathering Functional Workshop Prioritisation (BVI/IT Efficiency Index) Project Preparation
- 25. Nicole Wieberneit, PhD Director//Solution Architect aheadCRM PO Box 5057, Christchurch 8542 Phone +64 21 281 7701 Email [email protected] Thank you!