Personalization & CRM
Personalization & activation strategy
Give every customer their own journey
- Dynamic Yield
- AB Tasty
- Braze
- and 3 other tools
Personalization & CRM
CRM Strategy & Scoping
Equip your customer relationship
Define your relationship vision and select the CRM tools suited to your business challenges, for a controlled deployment without over-engineering.
The need
What you tell us
« I want to professionalize my CRM: formalize my needs, choose the right tool, and scope the journeys, without making the wrong investment for years to come. »
- « I want to formalize my CRM requirements »
- « I want to choose the right CRM tool »
- « I want a neutral specification document »
- « I want to frame my relationship journeys »
Our response
- Requirements gathering and specifications
- Selection grid and tool benchmark
- Journey scoping and governance
Method
Our method in 5 steps
Our stance
Neutral selection
The selection grid is neutral and weighted by your priorities.
- Specifications
- Scoring
- Recommendation
Step 01 : Collection
Interviews with your stakeholders and precise mapping of your needs.
- Stakeholder interviews
- Needs mapping
- Existing customer journeys
- Identified pain points and gaps
Step 02 : Specifications
Formalization of expected functional features and methodical prioritization of your needs (must / nice to have).
- Detailed functional features
- Must have / nice to have prioritization
- Data requirements and integrations
- Expected volumes and service levels (SLA)
Step 03 : Benchmark
Design of a weighted selection grid and objective evaluation of market tools against your context.
- Weighted selection grid
- Evaluation of market tools
- Grid filled out by publisher
- Total Cost of Ownership (TCO)
Step 04 : Selection
Delivery of a comparative analysis and recommendations, with support during the final presentation.
- Comparison and recommendation
- Presentation of the chosen option
- Risk analysis by option
- Verified client references
Step 05 : Deployment scoping
Scoping of your new relationship journeys and setting up governance as well as the RACI matrix.
- Target relationship journeys
- RACI matrix and governance
- Milestones and deployment phasing
- Data prerequisites before migration
Deliverables
What you get
CRM specifications
Comprehensive, prioritized.
Tool scoring grid
Objective comparison.
Selection recommendation
Reasoned target tool.
Deployment plan
Journey, governance, milestones.
Who is it for?
Who is this offer for?
Tools used
- Braze
- Salesforce
- Splio
- Actito
- HubSpot
- Segment
- Company structuring or overhauling its CRM
- Context of tool selection or replacement
- Sponsor: CRM Manager, Customer Director, CIO
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