A guide to identifying, quantifying, prioritising and justifying improvements for your CX processes & systems. Use this outline approach to build and guide your key stages of CX transformation.

1. Identifying & Prioritising CX Requirements
Business
Performance
Improvement
in the Cloud
An outline guided approach to identifying, quantifying and prioritising
improvement requirements for your CX processes & systems.
For more information, contact BPI OnDemand:
www.bpiondemand.com
michael.evans@bpiondemand.com ; +44 (0)7816 787293 ; @bpimichael
fred.Wilkinson@bpiondemand.com ; +44 (0)7717 004030 ; @bpiondemand

2. Scope
• Identify opportunities for CX process & system
improvement to support achievement of your
company strategy
• Quantify ROI available from identified opportunities
• Assign & take ownership of success
• Map process improvements & current processes to
potential CX system
• Present prioritised CX system development roadmap,
including costs and ROI
2

3. High Level Process
What’s the 3-5 year company strategy?
What are sales, marketing , service and IT
strategies?
What are sales, marketing , service and IT
tactics?
How to deliver results, including how to
accelerate delivery & more efficient delivery
What & how can this be delivered via CX
process & system improvements?
Prioritise CX deliverables. Largest return,
quickest return and quick wins
CX
Transformation
Project

4. CX Project Process
How to deliver results,
including how to accelerate
delivery & more efficient
delivery
What can be delivered via
CX?
Prioritise CX deliverables.
Largest return, quickest return
and quick wins
How:
• 2 day workshop
Who:
• Subject Matter Experts (SME)
from each department
What:
• Map current business processes
• Map “to be” business processes
• How to deliver results
• How to accelerate delivery
• More efficient delivery
Deliverables:
• Process review & mapping
• Gap analysis
• Lost, missed or unrealised
potential (revenue,
margin, customer
satisfaction…)
• Process improvement opps
• “To be” process map
• Business value of “to be”
• Priority of “to be” items
• Outline CX processes
• Justified prioritisation
• Expected resource cost
• Expected ROI
• Board level ownership of results
• Prioritised CX project
deliverables
• ZBB methodology output
Approach Outcome

5. Example Workshop Gap Analysis Output
Opportunity Identified Benefit to Business
More cross-sell & up-sell opportunities, by shared knowledge
across teams on deals and per prospect
+ £100k on each equipment deal
If equipment team sell new machine, consumables team can
cross-sell £100k + consumables on each deal
Reduce product line/customer loss, by identifying where
product line auto re-orders declines or stop from customer
Stop current losses - 10% of revenue
Competitor contributes 10% to rev. by addressing declines
Higher & quicker performing individuals, by showing best fit
products and cross-sell opportunities (more in the basket)
Accelerate performance delivery
Quick knowledge transfer to new sales team members.
Increased close rates, by focusing on deals with higher
propensity to close, by knowing which contracts to focus on and
which not (start/end dates = competitiveness)
10%-15% close rate increase
Experienced at other Oracle CRM customers within first 6
months
Stop focusing where slim chance of winning by sharing mini-
comp pricing, so wider team doesn’t go through process where
no chance of +ve outcome
Save 2 days per month
Time spent on small chance opportunities that don’t end
successfully – past experience shows we know this
Maintain organic growth by from automatically monitoring
adhoc purchases and turning into runrate
£10k per month and save 1 day per month
Add to run rate and save 1 day per month identifying opps.
Strategic account plans by identifying cross company dealings
with a customer.
Collaborative selling approach
Develop coherent joint account plan, with professional view to
trust
Shared view of account strategy progress by creating detailed
account plans in CX system
Eliminate duplication of data
Input directly to CX system, not to Excel “Joint Workplans”

6. Example Prioritised CX Deliverables
Priority Phase Opportunity/Process Expected Return
p/a
Board Owner
1 1 Lead to order process management, inc. BI £2.7m Sales Director
2 Automated cross & up-sell notification £4.2m Sales Director
3 Run-rate decline notification £1.3m Marketing Director
4 Cross company knowledge sharing regarding
deal best practice
£800k Marketing Director
5 2 Deal prioritisation and closure acceleration £350k Sales Director
6 Prioritisation & focus of relevant organic
growth
£180k Marketing Director
7 3 Joint account planning £130k Sales Director