We are through the first phase of the CRM initiative planning process. This has meant:
Molly - attending meetings with other BPOs to craft strategic guidance statements for the initiative
SMEs - attending numerous meetings in which we have listed general tasks in specific processes and then developed "From/To" statements for these tasks.
Positives and Negatives we have from the process so far:
-Process of identifying objectives and constituents. This is information that can be taken into each workplace and used outside of the CRM team just as a way to understand and document specific business processes and tasks.
-Broad strokes. We are focusing on high level ideas and understanding of our workplaces.
-We are getting other department/unit perspectives and learning how their operations are similar and how they differ
-At a high level, they are more similar than different in many objectives and processes.
-Things seem to be focused mostly or solely on the individual
-Current strategy can seem like we are talking about mundane, step-by-step tasks that should be givens and not talked about in this forum.