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Battlehill ProjectsCRM & customer transformation
Your CRM should support the way you win, serve and retain customers. We help sales, service and technology teams agree the right requirements and coordinate implementation, data and adoption around the customer journey.
When to bring us in
A new CRM platform is progressing while sales, service or marketing teams are still working through process ownership, data and adoption. We connect the implementation with customer journeys, business decisions, user acceptance and the preparation teams need to use the system consistently.
How we help
- Define customer journeys, process needs and business ownership
- Prioritise requirements and manage delivery scope
- Coordinate data, integrations, testing and implementation partners
- Prepare user adoption, support and operational acceptance
What you can expect
The requirements baseline and rollout plan connect the customer experience with the practical changes in sales, service, reporting, data ownership and support.
Customer-process and requirements baseline
CRM delivery plan and dependency controls
Business acceptance and adoption plan
Service transition and ownership arrangements
Decisions we help you make
- Which customer journeys and sales or service processes belong in the first release?
- Who owns customer-data quality, access rules and the ongoing operating process?
- Can users complete the priority tasks, and what evidence will demonstrate adoption?
How we work with your team
Start with the customer journey
We map the sales and service processes affected by the change, including the hand-offs between teams. Customer data, access, business rules and reporting needs inform the requirements you take to the implementation partner.
Keep implementation focused
We coordinate the business scope with configuration, data migration, integrations and testing. Priorities are agreed with process owners, and changes are assessed for their effect on delivery and the customer experience.
Help your teams adopt the change
We connect user preparation, communications and support to the rollout. Acceptance testing reflects real business scenarios, and ownership of the live service and improvement backlog is agreed before launch.
Getting started
We agree the customer journeys and sales or service processes the CRM needs to support. Business owners define priorities, customer-data responsibilities and the outcomes expected from the implementation.
The plan joins process decisions, configuration, data migration, integrations and testing with manager preparation and user adoption. Responsibilities are clear between your business, Battlehill and the platform implementation partner.
Applying the service to your programme
We work alongside your CRM implementation partner, focusing on business analysis, delivery coordination and adoption. The proposal makes clear who owns platform configuration, business decisions and the work needed to prepare your teams.
How we assess progress
We agree the measures at the start of the engagement and review them with the responsible business and delivery owners.
- Priority customer journeys demonstrated through end-to-end business testing.
- Customer-data quality and migration exceptions addressed by agreed owners.
- User readiness and adoption of the intended sales or service processes.
- Support ownership and the improvement backlog agreed before wider rollout.
Handover and ongoing ownership
Sales and service leaders take ownership of the live processes, adoption measures and improvement priorities. Technical support and platform administration are assigned to the agreed service owners.
The expertise behind the work
CRM project managers, business analysts, product owners and change specialists. We match the experience and responsibilities to your assignment and confirm availability before you commit.
Choose the support you need
Bring in delivery leadership, business analysis or change expertise to support a new CRM, a replacement programme or an implementation that needs clearer business direction.