How do you map your organization's CRM needs?
Created with AI.
The assessment determines whether the rest of the project hits the mark. It takes two weeks and provides a basis for your decision.
- 6 steps
- Total time: 12 h
- Preparation: 4 h
- Result: A shared understanding of what needs to be solved
Required tools
- Time with those doing the work — Not just with the managers.
- Someone who writes things down — Someone needs to take ownership of the minutes, otherwise the findings will be lost.
Talk to people
1.Interview five to eight people, one at a time
Salespeople, caseworkers, a manager, someone from finance. One-on-one conversations yield more honest answers than a workshop, where people adapt to each other.
2.Ask to see how they work
Sit beside them for twenty minutes. You’ll find spreadsheets, notepads, and workarounds no one would have mentioned in an interview.
3.Ask what they would have removed
People describe what they want poorly, but their frustrations precisely. The latter are easier to address.
Sort the findings
4.Distinguish between symptom and cause
“We can’t find customer information” is a symptom. The cause may be duplicate records, poor search functionality, or that no one is entering any information. Different causes require different solutions.
5.Group by hit frequency
Something that annoys one person once a month carries less weight than something that takes ten minutes from twelve people every day.
6.Present back before you conclude
Show the findings to the people you spoke with. If they do not agree with the description, they will not agree with the solution either.
Discussion
Ask a question or share what helped you.
