Regardless of the depth of assessment chosen, it’s imperative to do the
following:
• Create a visual model of key processes
• Develop an understanding of business process needs from the
perspective of customer-interfacing personnel and customers
• Identify gaps in process functions
• Determine the necessary actions to position your business
processes for effective CRM implementation
In determining functionality, the following key questions are important
to ask about the business process elements that are evaluated: