Scoping slide crm
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THoM's experiences related to CRM include defining objectives and a multi-channel strategy to realize short and long-term goals. Key aspects are performing a business case analysis, setting KPIs, and combining channels for an integrated approach. Additionally, the document discusses strategies for lead generation, retention programs, loyalty programs, churn analysis, and reducing churn. It also notes the importance of coaching on defining requirements, following up during implementation, and aligning business and IT to ensure correct translation of needs.
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Scoping slide crm
- 1. THoM’s experiences related to CRMCRM strategyMulti-channel strategyDefine CRM objectives, scope, strategy & vision
- 2. Define action plan to realize short term & long term CRM objectives
- 3. Perform CRM business case (what will be the impact?)
- 5. Define how to combine & use the different channels in order to reach an integrated approach overall channelsGETLead generation & acquisition strategiesKEEP/Win BackDevelopment of Retention programs – Churn analysisiNCREASEImprove Customer Relationship through -Loyalty program development Identify
- 6. Define the triggers for churn – how is churn influenced
- 7. How to reduce churn?CRM Project ManagementCoaching/ Guidance with defining business requirements(Geen functional req.)Follow-up CRM project during CRM implementation
- 8. Align between business (sales & marketing) & IT department to assure correct implementation of business requirements
- 9. Analyze today’s situation (‘as is’) versus necessary target situation (‘to be’)
- 10. Define CRM business requirements
- 11. Translate business requirements in functional requirements1