Customer Relationship Management (CRM) Solutions
|"Sadly, most of
the CRM business processes and best practices are used to fine
tune the agenda of the corporation, not the customer."
Patricia Seybold, president
of the Patricia Seybold Group
The key to developing rich customer relationships that generate
loyalty and revenue are vibrant, customer-facing CRM systems and
strategies. Solutions that integrate sales, marketing, customer
service and field service and support across the entire enterprise,
including partners and suppliers are critical to helping assure
current as well as future success.
The Taylor Group has developed and deployed CRM systems before
the term CRM was coined and the vast majority of today's systems
were even conceptualized.Our track record goes back to the early
days of Sales Force Automation (SFA), and SFA remains an area of
expertise within CRM.
Our areas of expertise include the following:
As the starting point, the current business processes are mapped.
From the current situation, a desired process is determined which
will improve the efficiency and/or effectiveness. Both process maps
show the necessary activities to complete the process, the inputs
and outputs for the completion of each activity, and the role within
the organization that performs each activity. These processes are
then organized into scenarios that reflect business requirements.
The desired process map serves as a basis for future changes that
will inevitably occur over time.
From the business scenarios, the business requirements are listed,
prioritized, and phased into an implementation plan. Data requirements
are also identified for source, elements, and integration requirements.
Software Package Selection
The Taylor Group, through its extensive experience in the CRM
marketplace, provides expertise that can simplify the CRM software
From the business and data requirements, a Request for Information
(RFI) and/or Request for Proposal (RFP) can be developed and sent
to selected software vendors.The Taylor Group will assist in evaluating
vendor responses and coordinating vendor presentations.
We will perform a Gap Analysis to compare the business requirements
to the "Out-of-the-Box" functionality of one or more of the selected
package(s) to measure the level of effort required for customization.
Drawing on extensive experience, The Taylor Group will develop,
or assist in developing, the customized solution using the selected
CRM software package.
Included in development are screens, reports, data relationships,
etc. identified when performing the Requirements Definition and
In addition, development may include data conversion and/or migration
with legacy systems.
All aspects of the system are tested prior to deployment.
Now that the new CRM system has been developed, the system needs
to be deployed to the end users.
The Taylor Group will assist in the deployment plan to physically
make the system available to each new user.
System and Process Training
It is a vital part of the implementation that end users receive
the proper training in both new business processes and system usage.
The Taylor Group provides comprehensive training to help ensure
consistent, high levels of knowledge to all users of new Business
Processes and the CRM application. We provide the customized training
that helps enhance individual skills and provides optimum levels
of expertise to all end users. We develop training courseware and
materials based on end users' roles and jobs, deliver training throughout
the organization, and plan the logistics for all training activities.