This blog is based on the Eligeo CRM Gap Analysis spreadsheet that is available to download for free here.
Finding the Gap’s in your implementation
What exactly is a Gap Analysis? Specifically, what is a CRM Gap Analysis? This is a very common tool that we use at Eligeo CRM to help us identify conflicts between a current state and future state of an organization. It’s very helpful when it comes to identifying risk and also establishing additional requirements for things such as training and communication planning. The Gap Analysis tool will help you think through the entire process to ensure you haven’t missed anything as you introduce new functionality to your organization.
Using the Free CRM Gap Analysis Template
This exercise is best done with a group of of business stakeholders and typically someone who’s had experience developing gap analysis documents in the past. When you look through the template you will notice a number of columns to fit each row.
What does each row represent? It is basically an objective, goal or situation.
Each row can be any of the following:
- A stated goal (i.e. reduce call volumes by 50%).
- A financially motivated metric such as reducing the cost of XYZ widgets by $10.
- Introduction of mobile device solutions.
Develop Future State Examples
Constructing the Current State
What is the gap?