The Project Technologies Group - Customer Relationship Management Added Value (CRM-AV)


Project Summary	This projects supplements or precedes the implementation of many of the CRM technology solutions that provide "electronic" connections and profound data analysis and reporting capabilities. CRM-AV is designed to help achieve significant CRM benefits by: Planning and executing organizational and value stream process improvements, especially the people, cultural, and organizational issues. Applying the principles of lean enterprise, total quality management, and value stream analysis to improve customer operations Helping integrate improved customer relationship processes concurrently with CRM technology solutions start-ups.
Who Should Participate	Senior managers responsible for business profitability and growth should serve on the CRM-AV management guidance team to help set CRM business strategies, identify "sacred cows," define CRM-VA project team leaders, and sponsor changes in policies and procedures that are beyond the scope of the CRM-VA project team. 2. Leaders and staff of customer operations, e.g., sales and marketing managers and staff, sales representatives, inside salespeople, and MIS or CRM technology support people, can comprise an effective CRM-VA project team(s). The final team makeup depends on the CRM-VA strategy and procedure changes.
Deliverables	Training includes: Business process, input-output-resource-constraint analysis Lean enterprise concepts Seven deadly wastes in customer operations Process Failure Mode Effects Analysis (P-FMEA) and control plans New business process implementation methods Work instructions/check lists, Cost/benefit analysis, and Defining new or modified job positions Defining performance measures for customer operations Workshop deliverables include: A new customer operations value stream process definition designed to improve customer service, reduce cost and waste (processes and items the customer will not pay for), and improvements to customer service quality. Prototype or parallel startup of new customer operations and optional new CRM system implementation.
Prerequisites	None
Program Length	Depends on project scope, not less that three 1/2 days for guidance team and not less that six ½ day sessions for the CRM-AV project team.