CRM Requirements Roadmap

CUSTOMER SUPPORT TODAY YEAR 1 YEAR 2 YEAR 3

Self-Service Portal

Web Forms

Email-to-Case

Knowledge Management

Case Management

Contact Management

Activity Management

Agent Console

Call Scripting

Live Chat

Telephony Integration

Document Management

Forecasting

Email Template

v

None Community System CRM CRM

None CRM CRM CRM

Support System CRM CRM CRM

Manual KM System CRM CRM

Manual CRM CRM CRM

Old CRM CRM CRM CRM

None Manual CRM CRM

Manual CRM CRM CRM

None Manual CRM CRM

None Live Chat System CRM CRM

Manual CRM CRM CRM

None

None

None

CRM

CRM

CRM

CRM

CRM

CRM

CRM

CRM

CRM

PurposeFor each function, determine if you have a function, what system is currently used for that function, and decide which year, or you will integrate with your CRM platform. Marketing may be used by Healthcare Insurance and Society Awareness Campiagn. While Customer Service modules help agents to serve customer

CRM Requirements RoadmapPurposeFor each function, determine if you have a function, what system is currently used for that function, and decide which year, or you will integrate with your CRM platform. Marketing may be used by Healthcare Insurance and Society Awareness Campiagn. While Customer Service modules help agents to serve customer

MARKETING TODAY YEAR 1 YEAR 2 YEAR 3

Campaign Management

Email Marketing

Auto-Response Emails

Search Marketing

Lead Management

List Management

Collateral Management

Content Production

Digital Asset Management

Event Management

Surveys & Feedback

Manual Manual CRM CRM

Email System CRM CRM CRM

Email System CRM CRM CRM

Manual SEO System SEO System SEO System

Old CRM CRM CRM CRM

Email System CRM CRM CRM

None Manual Collateral System CRM

Manual Content System CRM CRM

NoneDigital Asset

SystemCRM CRM

Survey System CRM CRM CRM

Survey Systems CRM CRM CRM