Author: Vamsi Krishna Paramjyothi
Contact: Tata Consultancy Services Limited, Hyderabad, India
Email: Vamsi.Paramjyothi@tcs.com
Title: Roadmap to CRM program assurance to Ensure Success

Abstract:

Even after thorough testing of CRM application, industry has seen several failures in CRM implementations. This is because the root cause of failures lies elsewhere might be in CRM strategy, processes, product selected, etc. Hence organizations should look at assurance (assuring CRM program from strategy to user training) rather than testing software. The assurance of any CRM program primarily deals with identifying the critical areas of audit/testing. This paper outlines approach for testing CRM solution that focuses on achieving identified objectives. This approach is a framework based on two key questions; Where to test & what to test? The primary one talks about the roadmap of CRM testing, stages where testing should be done. The later talks about building blocks of CRM (Strategy, functional & technical), features that should be tested/audited to assure success. Answering these questions shall give a systematic approach to identify and test critical parameters that are to be evaluated at each stage of CRM program.