Process Overview Print
This process provides general guidance to identify critical business content necessary to create a business application using the CRM line of products. The Process Overview should be an integral component of “Build it with Guidance” implementation methodology which identifies tool related and generally accepted CRM implementation activities.

The “Build it with Guidance” implementation methodology has guides to assist in the facilitation of implementation:
  • Initial Discovery
  • Final Discovery
  • Statement of Interest
  • Risk Evaluation
  • Ask for Recommendations

Build It With Guidance

The following are the typical steps in implementing Build with Guidance project.

 

1. Initial Discovery

A brief meeting should be held, attended by key project team members where a member of CRM Fuse will be available to review the vision of the project and preliminary business requirements.

Objectives of this meeting are:
  • An agreed timeline for the Initial Discovery results
  • An agreed list of supporting documents and schedule
  • Consultation resources from the groups that are assigned to support the project:

Risk Evaluation Form

Risk Evaluation Form sole purpose is to evaluate many types of risks involved with implementation of CRM related projects. Eventual Risk Score should be used during Final Discovery recommendation.

 

3. Final Discovery

A series of meetings should be held with the following objectives:

  • All Initial Discovery documents are reviewed.
  • Recommendations will be made regarding the overall project and for compliance to your company Corporate Standards, Information Security Standards, Policies and Procedures.
  • Risk Evaluation Form is processed and analyzed. Required waivers are identified.

Submission of Documents for Final Discovery Review
The following documents are helpful in documenting the Final Discovery. Those documents are temporary and only useful as input to a Statement of Interest (your next step in this process)
  • Required waivers where necessary.
  • Open issues and questions.

 

4. Statement of Interest (SOI)
Overview
It is our understanding that your company is pursuing some or major CRM initiative related to strategic improvement of business unit bottom line. We also understand that business unit has some or many existing systems that support only a portion of the customer data and functional capabilities required by the above initiative. Therefore, we believe that new process is to be developed to address such initiative. In response to this need, we are proposing our Build it with Guidance process as a means of aligning a part of your available resources with your overall strategic direction. Build it with Guidance process will serve as your foundation for moving toward an enterprise customer data warehouse with enabled CRM application, encompassing multiple business needs in the future.

The Build it with Guidance process serves as the foundation for your company strategic information infrastructure. To ensure a successful implementation, the Build it with Guidance process focuses on the development of a single functional area within your company and then your customer enterprise.

The Build it with Guidance process is designed to grow and incorporate CRM applications as your company needs change. In addition there is a great probability that the savings from doing part of the project using your own resource will save you a substantial amount of money. Build it with Guidance process goes beyond a prototype solution and provides an infrastructure and startup design to be used in the construction of an active CRM solutions. By utilizing Build it with Guidance process, you get tangible results quickly.

Scope and Assumptions
It is critical in a project like this one that clear communication occurs. This communication begins with an understanding of the SOI assumptions that we begin the project with.

This SOI and then SOW addresses the scope described in this Build it with Guidance process and should your requirements indicate a different scope, we will provide a customized SOW for services to meet those requirements.

Additional work could be needed to scope and architect the initial implementation within a functional area.

Complex legal, compliance or technical requirements (multiple data sources, complex data structures, and/or extensive input record redefinition) may require additional effort which is outside of Build it with Guidance process scope.

Objectives of the SOI are:
  • Presentation of preliminary project materials to CRM Fuse
  • If no unresolved issues and questions exist, a Statement of Work (SOW) will be issued by the CRM Fuse and application development may begin. SOW is often issued with conditions which must be met during the development phase.

Documents and Artifacts Required for the SOW
  • Statement of Interest (SOI)
  • Available Business Requirements documents
  • Available High-Level Architecture Document including all hardware and software to be used.

The documents below are optional and can be developed by company under CRM Fuse guidance:
  • Design and Analysis Document
  • Functional Specifications Document
  • Data Model
  • Data Classification (Information Security)
  • Master Test Plan
  • Project Plan
  • Service Level Agreement (Business User & Data Center)
  • Information Security Risk Acceptance Forms and Waivers (if required)
  • Any Waivers (if required)
  • Letter of Approval from Company Security
  • Letter of Approval from Business & Operations

Note: Your team will allocate role(s) to conduct Build it with Guidance artifacts. CRM Fuse resource will be available during the process via phone or email.