CRM Blueprinting to design next generation EMPLOYEE & CUSTOMER experiences
What is CRM Blueprinting?
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.
PASSION IS WHAT DRIVES US
We strive to live by our values every single day.
Curious about what people say about us & our services?
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.
GET IN TOUCH WITH US
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.