The Capstera CRM business capabilities map is a logical and intuitive decomposition of customer relationship management functions into granular business capabilities. The Customer Relationship Management capabilities map comprises 295 capabilities across three levels.

CRM Business Capabilities Map Deliverables

The CRM business capabilities map includes the following artifacts. The capabilities map comprises 295 CRM capabilities across three levels. 

• An Excel spreadsheet with a grouping of capabilities. 
• A PowerPoint presentation with the top two levels presented in a nested visualization.
• A Word document with capabilities in a multilevel list format.
• CRM Capability Definitions (at level 3) 
• CRM Capabilities Key Performance Indicators (at level 2)

(Note: As the CRM Business capabilities map is a digital deliverable, we do not accept returns or issue refunds. So, please read the product description and the terms carefully.)

Watch a CRM Capabilities Intro Video

Role of CRM Business Capabilities in Customer Relationship Management Transformation: 

Customer Relationship Management (CRM) is crucial to a company’s ability to manage customer interactions and relationships. Companies increasingly adopt CRM transformation as customer expectations and technologies evolve to remain competitive. One of the primary factors driving this transformation is the need to understand better and anticipate customer needs. This requires integrating data from multiple sources to thoroughly understand each customer’s behavior, preferences, and purchase history. Companies are also investing in new technologies like AI and machine learning to analyze this data and create personalized experiences for each customer. Additionally, the rise of mobile and social media channels has made it essential for companies to have a more omnichannel approach to CRM, allowing customers to interact with the company through multiple touchpoints seamlessly. Finally, the COVID-19 pandemic has also accelerated the need for CRM transformation as companies must adapt quickly to changing customer behaviors and expectations in a digital-first environment. 

CRM business capabilities can be an anchor and foundational framework for driving CRM transformation in companies. Business capabilities are the company’s processes, tools, and technologies to achieve its goals. By leveraging their CRM capabilities, companies can identify areas for improvement, develop new strategies to meet evolving customer needs and enhance their overall customer experience. This involves investing in new technologies, such as AI and machine learning, to analyze customer data, create personalized experiences, and automate routine tasks. It also consists in developing more effective communication strategies across multiple channels, including social media and mobile, in providing customers with a seamless and personalized experience. By focusing on their CRM business capabilities, companies can build a comprehensive and integrated approach to CRM transformation, enabling them to remain competitive and grow in today’s dynamic business environment.

 CRM has become a strategic lever for companies to differentiate. The CRM capability model is a structurally sound and internally coherent business capabilities model to help lead the Customer Relationship Management revolution. 

Value of the CRM Business Capabilities Map

A business capabilities model is a fundamental and foundational entity in the business architecture continuum.

The Customer Service value stream has emerged as a mission-critical function, particularly in this world of talent scarcity. The Capstera CRM capability map encapsulates the essence of the customer relationship management value chain with a detailed, multilevel capabilities list.

There are several benefits from business capabilities, including, among others:

• Foster alignment between business and IT using capabilities as an everyday language.
• Capabilities are structurally sound and internally coherent abstractions of business functions.
• A capability-based roadmap eliminates redundancy and replication and focuses on capability evolution.
• Juxtaposing capabilities and systems/applications provide a footprint analysis and can lead to better application portfolio rationalization decisions.

Created by business architects and CRM domain experts, the customer relationship management capabilities list is detailed, in-depth, and conforms to the construct of MECE (mutually exclusive and collectively exhaustive).

Provisos:

• We cannot accept refunds or returns as the products are digital deliverables.
• Please realize that a generic capability model may or may not be fully applicable in some circumstances.
• We do not offer any implied or explicit warranties, and it is sold on an as-is basis.
• The sale does not include customization or implementation help.
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