Introducing case studies

We're now at a point in this chapter where I can share some case studies of CRM implementations that I have been engaged with over the course of my career. Each of these case studies will help us in underlining the processes involved.

For each case study, I will be outlining the business visions, the pain points, and the environment. We will then explore how I mapped this data with the functional requirements needed to create the KPIs and metrics that will help us to build a good TCO/ROI, and justify a CRM investment.

The aim here is to give you an overview of what these cases have in common and how business vision could drive the functional requirements in different scenarios. In addition, we really want to be looking at and understanding why it is so important to align with the business objectives.

These case studies are derived from the BRD, the Request for Information (RFI) document, and the Request for Proposals (RFP) document, as well as both the implementation...