Review/Critique your various CRM "People/Process/Technology" issues

As business begins to recover from the current economic downturn, companies increasingly are turning to their current CRM investment to help secure additional sales. Consequently in recent months, ISM has been conducting CRM Assessments for clients that are keen to get all they can from their existing utilization of CRM tools and techniques. When performing a CRM Assessment, ISM draws upon several of the steps in our CRM “Top-Down/Bottom-Up” Roadmap methodology.

The primary objective of the CRM Assessment is to examine the following “people/process/technology” issues:

Review/critique your existing CRM Roadmap

• Can your CRM software perform the identified needs noted in your existing CRM Roadmap?
• Is your CRM Roadmap the right roadmap; does it align with your strategic & business direction?
• How can your CRM Roadmap be improved?

Perform a Technical Baseline Review

• Review your current CRM installation to determine whether you can get better utilization from your software investment.
• Determine whether new functionality can/should be turned on in your CRM software.

Perform an Organizational/Operational Assessment

• Dig into cultural issues including user adoption to determine whether your current CRM efforts are being optimized.
• Review current/planned training resources, current CRM communications efforts, current CRM governance structure, and other “people” issues.

Perform a Business Process Assessment

• Examine business processes and workflow requirements.
• Compare against best-in-class business processes.
• Determine what business process improvements may be in order.

Here's what one company said regarding their CRM Assessment results: "In less than a month, ISM applied its structured CRM Assessment methodology to highlight major people, process and technology concerns, worked with our CRM vendor to secure needed enhancements, and helped ensure needed management commitment to get us back on track."

Deliverable & Price

A written report that provides an assessment of current people/process/technology issues along with recommendations for correcting identified issues. We then present the CRM Assessment report to your organization which includes an extensive question & answer session.

To access Barton Goldenberg's January 2010 CRM Magazine article on CRM Assessment, please click here.

To learn more about ISM’s CRM Assessment, contact Tracey Hoston at (301) 656-8448 or This e-mail address is being protected from spambots. You need JavaScript enabled to view it

About ISM

Since 1985, ISM has specialized in creating and implementing Customer-Centric Business Strategies that leverage CRM, Social CRM, and Social Media tools and techniques.  Clients includes the American Automobile Association (AAA), Amtrak, Armstrong, Giorgio Armani, ExxonMobil, IBM, Johnson & Johnson, Johnson Controls, Kraft Foods, Macmillian, Marriott, McGraw Hill, Nike, PepsiCo, Roche, Samsung, Sara Lee, T. Rowe Price, United Way, US Department of Defense, Xerox, and many others. For a full client list, please click here.