Define how will CRM support the commercial teams in increasing effectiveness and
efficiency (eg Managing sales pipeline, contacts,…),and encourage customer
retention and customer loyalty
o Define how to extract market/competitive intelligence through CRM, and how to
feed it back for better decision making/commercial tactics and strategies in the
businesses
o Define the CRM functional platform structure and functional architecture ensuring it
works seamlessly across the organization and captures all required information at
key touch points in the customer lifecycle
Customer journey mapping analyzing customer touch points with the different division
maximizing commercial opportunities
Translate the vision in a concrete roadmap with clear priorities, timelines and budgets,
Proactively drive the implementation of the roadmap with IT and business
stakeholders
