Bpifrance
Change management
CRM maturity index and adoption
Evaluate and manage the adoption of CRM by business managers: measurement, segmentation and targeted actions by profile.
Context
A CRM adoption evaluation system was co-constructed with the change management team, beyond a simple usage note.
Challenge
It was necessary to segment users into homogeneous profiles to target concrete actions and monitor developments over time.
Approach
- Consolidation of signals of commercial activity, CRM usage and training engagement.
- Multi-level scoring and interpretable segmentation for the business.
- Multi-level dashboards for reading and quarterly execution.
Outcomes
- Objective measurement of adoption and reading by homogeneous profiles.
- Targeting support actions and monitoring usage trajectories.
- Shared management between overview, profiles and collaborators.
Public scope
The segmentation algorithms, thresholds, exact dimensions and rules for comparability between periods are not disclosed.
Case shared with client approval. Operational details, data and business parameters are not disclosed on this page.
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