CRM Solution Development Process Segmentation
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Solution Overview
Problem
Current CRM solution development processes often neglect organizational and process effectiveness, leading to increased costs without corresponding benefits, and lack metrics to confirm business goals achievement.
Innovation Solution
A comprehensive CRM solution development process addressing multiple domains, including technology, people, and process aspects, with pre-definition and post-delivery stages to ensure alignment with business objectives and measure success.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If CRM solution developers focus only on technological requirements and select technology from known alternatives, then technological functionality is improved, but organizational and process effectiveness is neglected leading to increased costs without corresponding benefits
Solution Approach 1:
The development process is segmented into distinct phases: pre-definition phase (analyzing business aspects across multiple domains), design phase (creating solution architecture), and post-delivery phase (measuring success). This segmentation ensures that technological, organizational, and process aspects are addressed separately but integratively, preventing neglect of any single dimension while achieving comprehensive effectiveness.
Solution Approach 2:
The pre-definition phase performs preliminary analysis of business aspects before technology selection. By conducting this analysis in advance across multiple domains (technology, people, process), the system ensures that technological choices are pre-aligned with organizational needs and process requirements, preventing costly mismatches later in the implementation.
2Productivity
If CRM solutions are implemented with comprehensive functionality across multiple domains, then business effectiveness is improved, but development complexity increases without clear metrics to verify goals achievement
Solution Approach 1:
The post-delivery phase introduces feedback mechanisms by measuring success against predefined business goals and metrics. This feedback loop provides clear verification of whether the comprehensive CRM implementation achieved its objectives, allowing organizations to assess productivity improvements and adjust strategies accordingly, thereby managing complexity through measurable outcomes.
Solution Approach 2:
The development process framework serves multiple functions simultaneously: it guides technology selection, analyzes organizational readiness, designs process changes, and measures success. This multi-functional approach consolidates what would otherwise be separate complex processes into a unified methodology, reducing overall development complexity while maintaining comprehensive business effectiveness.
3Extent of automation
If technological improvements are added to CRM solutions without addressing organizational and process issues, then technological capabilities are enhanced, but costs increase without corresponding benefits
Solution Approach 1:
The methodology merges technology selection with organizational and process analysis into a single integrated development process. By combining these aspects in the pre-definition and design phases, the system ensures that technological capabilities are enhanced only when aligned with organizational readiness and process requirements, preventing costly implementations that fail to deliver benefits.
Solution Approach 2:
The post-delivery measurement phase provides feedback on whether technological improvements delivered expected benefits. By measuring success against business goals and comparing actual outcomes with projected benefits, the system identifies when technological capabilities are added without corresponding organizational or process support, allowing correction of course to avoid further costly mismatches.
Data Source
AI summary
Embodiments of the invention provide methods for effecting a desired business solution. In accordance with one embodiment of the invention, a plurality of aspects of a business are analyzed. Each aspect corresponds to an element of a particular domain of a set of domains wherein the plurality of aspects corresponds to elements from at least two domains. A modification of each element that will result in a desired outcome in regard to the corresponding aspect is determined. In accordance with one embodiment of the invention, the business solution development process identifies and provides exit criteria pertaining to each stage of the business solution development process. For one embodiment of the invention a set of metrics are defined and tracked to measure the effectiveness of the business solution.