I have been asked recently on which circumstances a full business process review should be conducted? Here is my answer:
A full business process review is typically used in the following circumstances:
- The findings of the CRM business process assessment previously described warrant a more in-depth evaluation or redesign of business processes.
- Current business processes are dysfunctional enough to warrant obtaining a detailed process review and recommendations report before beginning a CRM system design and implementation process. This approach may be needed if you plan a significant process redesign in conjunction with the implementation of CRM.
Regardless of the depth of assessment chosen, it’s imperative to do the following:
- Create a visual model of key processes
- Develop an understanding of business process needs from the perspective of customer-interfacing personnel and customers
- Identify “gaps” in process functions
- Determine the necessary actions to position your business processes for effective CRM implementation