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Understand When Process Solutions Complement CRM
Make a solid first step by understanding and defining what user groups need support and how that support will be delivered across the enterprise and presented to customers. Be aware of the degrees of cross-system coordination, find places to cut manual work, acknowledge the role of the knowledge worker, and characterize applications access and customization.
Determine Goals and Operating Frameworks
Because business process projects are iterative and center on improving business objective performance, the projects often sidestep a fixed work schedule. To that end, Forrester reports more enterprises adopting a target operating model (TOM), an abstract representation of how an enterprise operates across process, organization and tech domains to deliver on its scope. Working backward with this TOM from the services delivered to customers enables an experience-based method for framing operational processes.