1. Initial Assessment & Stakeholder Engagement
 

• Objective: Understand the client’s current CRM system and data management capabilities.

• Actions:

  • Conduct stakeholder interviews to capture pain points and business goals.

  • Analyze current CRM software, tools, and data practices.

  • Review customer journey touchpoints, data silos, and existing reporting structures.

• Deliverable: Diagnostic report outlining gaps, opportunities, and preliminary recommendations.
   

2. Customer Data Audit & Segmentation
 

• Objective: Assess the quality and structure of the customer data.

• Actions:

  • Perform a deep dive into data sources, accuracy, completeness, and integration with other systems (e.g., ERP, Marketing Automation tools).

  • Identify segmentation opportunities to enable more personalized marketing and sales efforts.

• Deliverable: Data audit report with customer segmentation recommendations.
   

3. CRM Strategy Design
 

• Objective: Develop a tailored CRM and data management strategy.

• Actions:

  • Collaborate with key business units (sales, marketing, customer service) to align CRM processes with business objectives.

  • Define clear use cases for CRM (e.g., lead management, customer retention, upselling, etc.).

  • Develop a data governance framework, setting rules for data collection, processing, and sharing.

• Deliverable: CRM strategy document with a detailed roadmap and KPIs.

4. Technology and Platform Selection
 

• Objective: Identify and implement the most suitable CRM and data management tools.

• Actions:

  • Compare CRM platforms (Salesforce, HubSpot, Zoho, etc.) based on the client’s needs.

  • Assist in platform selection and budgeting.

  • Define data integration needs between CRM and other business systems (ERP, e-commerce, marketing automation, etc.).

• Deliverable: Vendor evaluation matrix and recommended CRM platform.
   

5. CRM Configuration & Data Migration
 

• Objective: Ensure seamless setup of the CRM system with accurate data migration.

• Actions:

  • Customize CRM workflows, data fields, and reports according to the strategy.

  • Oversee data cleansing and migration, ensuring no loss of quality.

  • Implement integrations with other business tools.

• Deliverable: Fully configured CRM system with clean, integrated data.
   

6. Staff Training & Change Management
 

• Objective: Ensure teams are prepared to use the CRM and data management tools effectively.

• Actions:

  • Conduct training sessions for sales, marketing, and customer service teams on CRM usage.

  • Establish best practices for data entry and report generation.

  • Guide the client on change management to ensure company-wide adoption.

• Deliverable: Training manuals and change management plan.

7. Ongoing Support & CRM Optimization
 

• Objective: Continuously improve CRM and data management processes.

• Actions:

  • Implement A/B testing and other optimization techniques for CRM workflows.

  • Regularly review data quality and suggest improvements.

  • Set up dashboards to track KPIs such as customer acquisition, retention rates, and lifetime value.

• Deliverable: Monthly performance reports and continuous improvement recommendations.
   

8. Data-Driven Decision Making
 

• Objective: Empower the client to make data-driven decisions based on CRM insights.

• Actions:

  • Establish advanced data analytics tools (BI dashboards, AI-powered customer insights).

  • Recommend automation for personalized marketing campaigns, sales follow-ups, and customer service processes.

• Deliverable: Customized CRM analytics and automation setup.