703.868.6393 contact@focalcxm.com

CRM Blueprinting to design next generation EMPLOYEE & CUSTOMER experiences

What is CRM Blueprinting?

CRM Blueprinting is a 6 – 8 week strategic planning process that supports the successful implementation and utilization of a Customer Relationship Management (CRM) system. This blueprint serves as a roadmap, outlining how the CRM system will be used to achieve business objectives, streamline processes, and enhance customer relationships. It ensures that your CRM investment translates to a tool that drives customer engagement, boosts sales, and improves customer service.

6-8 Weeks


Clearly defined Deliverables

CRM Tool Selection

What we do

We engineer remarkable Customer and Employee Experiences

Conduct Discovery Sessions

Focal experts will collaborate with multiple stakeholders, to understand business objectives, and gather user requirements. Often these sessions span marketing, sales and service leadership as well as frontline employees and are conducted either virtually or in-person depending on the timezones and preferences.

Assess CRM Maturity

Based on the discovery sessions, we develop personas, map journeys, develop service design flows and current and future state business process diagrams with a goal of optimizing both the customer and employee experience.

Define Target State Architecture

Crafting target state architecture for the enterprise initiative is a key aspect of the blueprinting exercise. Outputs from this exercise include future state diagrams for the organization’s IT infrastructure, systems, applications, and technology.

Recommend Next Steps

After understanding the processes, maturity and priorities, FocalCXM collaborates with the client to define next steps, recommend a CRM System that suits their needs and establish high level epics and stories. At this point, clients have the option to engage FocalCXM or choose another organization for program implementation.


We strive to live by our values every single day.


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To see Delighted Enterprise Users

At Focal, we love what we do. The sub-values of LOVE such as empathy and compassion help us understand our customers and deliver great solutions and services. We will improve ourselves and our processes every day to build the best teams, eliminate waste and deliver value to customers around the globe.



We are open to receiving and sharing constructive feedback that will help us improve every day.


Get in touch with us

We respond within 48 hours

We answer all email and requests as they come in. If you have an urgent matter or would like to place an order please click the link below to give us a call.