Senior management were presented with a route-map through the CRM hype:

• Demonstrated to the business how simply purchasing CRM applications would not deliver the perceived or potential benefits.
• Identified the CRM solutions that were appropriate to the business and would provide a platform for future flexibility. This included steering the client away from modules that they had previously thought appropriate.
• Showed senior management how the new customer facing processes would deliver an improved service to their customers at a lower cost.
• Showed a clear business case that justified the investment required
• Presented a migration strategy that presented the business with a low-risk approach to implementing CRM whilst re-engineering the business.

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