CRM & customer relationship management

1. Brief service summary

Organise customer relationships around shared practices, responsibilities and information. The engagement specifies intended CRM uses before tool selection or changes to existing arrangements, without presuming any particular software solution.

2. Your needs

Customer information is scattered, exchanges difficult to retrieve or follow-up dependent on individual practices. The same organisation may be known to several teams without clear update or coordination rules.

You wish to define shared operating arrangements to better prepare exchanges, qualify needs and track commitments.

3. Objectives of the engagement

The engagement aims to clarify the relationship cycle, information required and management responsibilities. It helps distinguish business needs from desired features and limit collection without an identified use.

The objective is arrangements suited to users, with understandable access and quality rules.

4. Indicative scope

The work may cover prospects, customers, contacts, opportunities and interactions, according to the selected context. Statuses, definitions, interfaces and update rules are examined without automatically adopting a software product’s structure.

Selection, data transfer or integration needs may be identified. They remain distinct from implementation and require appropriate authorisations and expertise.

5. Possible delivery arrangements

User interviews, journey workshops and analysis of authorised materials help build requirements. Mock-ups or usage scenarios may compare options, without connection to private systems by default.

6. Possible deliverables

Deliverables may include a customer relationship model, data dictionary, management rules and CRM requirements specification.

7. Conditions and limitations

The engagement includes no PRO’ADVISORY SaaS subscription, licence, migration or automatic deployment. Access, retention periods and data uses require examination. No commercial result is guaranteed. Campaigns, messages and external transfers require a separate mandate; 05.07 addresses prospecting and 06.10 digital journeys.