To help clients achieve a quick ROI from a CRM project, Improv provides an end-to-end service offering including strategy and business case development, project definition, project implementation and ongoing support.  To ensure a high degree of fit of Microsoft CRM to the business requirements, this end-to-end offering includes product enhancement, data migration and interfacing to legacy systems.

Using a methodology known as CRMPath, Improv consultants ensure that the business case drives the project and that the scope is controlled so that the expected benefits are attained within the window of opportunity. Some of the fundamentals of the CRMPath methodology are:

• Costs, benefits and return timeframe must be defined
• Project delivery timeframes must be strictly adhered to
• Quick wins must be planned and delivered across business and IT
• Business users and IT personnel must work together towards the same defined objectives
• User adoption must be managed
• User productivity must be enhanced
• Users must be empowered
• Security must be planned and integrated within a corporate user directory
• Required views of customers must be well defined
• Flexibility must be planned
• CRM functionality should be exposed through applications users are familiar with (e.g. Microsoft Office)
• Application user interface and workflows must be aligned to working practices of day-to-day users

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