• Urgency (what is needed for the first phase of implementation)
• Potential impact (revenue enhancement, cost reduction, efficiency improvement)
• Available resources (personnel identified for additional process
work)
An example of a Level 1 process flow is included in Appendix B at the
end of the book. This figure represents an example of an ISM Level 1
process flow for a hypothetical company, XYZ, Inc. Level 1 is the highest
level of the process steps for a CRM implementation and refers to additional processes that are called from the key process.