ASSIGNMENT 3

What are the maturity levels for the five keys to CRM success?
Maturity Levels
There are different maturity levels at each of the five key sectors. They are:
Customer Maturity
Strategy Maturity
People Maturity
Process Maturity
System Maturity
Customer Maturity
You know your customers. You know who they are, what they buy and why they buy,
why they leave, how to sell more to them, how satisfied they are? A unique customer
identifier across different customer systems (sales, marketing, fulfillment, service)
can be applied.
Strategy Maturity
Your strategy is aligned with your company mission (why your company exists),
values (guiding principles) and vision (clear direction). And your strategy is executed
with clear business objectives and quantifiable performance metrics.
People Maturity
Your staffs have strong sense of job security, good working environment, and a high
degree of job satisfaction. They are also equipped with the necessary skill-set, clear
job description and proper rewards and measurements systems in line with your
strategies.
Process Maturity
Your customer process is stable and generally applicable, well defined and
documented, manageable and advanced technology could be introduced for
continuous improvements and process optimization.
System Maturity
The systems of sales, marketing, fulfillment, service and the back-end systems are
well integrated with common interfaces. Data and information could be shared with
all related parties.