Helping with Cx Strategy: the Strategic Roadmap for CRM or eCommerce
Through the structured approach of building a target operating model, consolidating fragmented processes and systems, redefining workflows to improve adoption, and identifying technologies aligned with the customer-facing experience objectives.
The Problem Companies Face
When They Need Help with A Cx Strategy Roadmap
Without a clear strategy, companies often miscommunicate needs to vendors, overspend due to vague scopes, and miss business goals. To succeed with digital transformation or system implementation, the first step is building a well-defined strategy and roadmap. This ensures alignment, controls costs, and drives measurable outcomes.
Difficulty Securing Business Case Approval
Without a clear roadmap for the investment, brands struggle to get traction from their CFO and financial executives and get the project approved. So it’s critical to have a clear strategy of how the business will realize value through these technologies and the Cx initiatives.
Challenges with Customer Experience
Online experiences thrive on exceeding customer expectations—through personalized communication, tailored product bundles, and seamless interactions. The more personalized the journey, the more satisfied the customer. Brands that invest in strategy and clearly defined CX goals consistently deliver superior customer experiences.
Challenges with Implementation and Integration
A strong strategy lays the foundation for smooth implementation and integration. Without it, projects often fall short of business expectations—and once the solution goes live, getting back on track becomes significantly more difficult.
Backend Business Process Communication Issues
Without a clear roadmap that aligns front-end and back-end processes and systems, the backend often becomes unnecessarily complex due to oversimplified front-end workflows. Delivering a compelling customer experience requires a CX target operating model that integrates both sides seamlessly.
Potential CRM and eCommerce Selection Disasters
An unclear strategy often leads to selecting the wrong platform—resulting in performance issues or, worse, business disruptions. Brands that invest in a well-defined CX strategy are far more likely to succeed with their CRM and eCommerce initiatives.
Derailed CRM and e-commerce Projects
Without a solid Cx strategy, projects are likely to face delays or cost overruns. Bringing them back on track requires developing a strategy and target operating model that aligns with current technical limitations, skill gaps, process constraints, and business objectives.
Want to learn more about why independent consultants have a higher success rate with customer experience digital strategy roadmap?
Our Case Studies for
Cx Strategy Roadmap
ECommerce Supply Chain Transformation With ERP Selection
Download the eCommerce Supply Chain transformation case study and learn how LockNLube transformed its inventory and supply chain challenges by consolidating over 20 systems. As well as by creating business, process, information, and system architecture as they prepare for the next phase of their growth.
Omnichannel eCommerce Customer Experience Transformation
Download the omnichannel eCommerce customer experience case study and learn how fashion retailer AKIRA built a digital roadmap and managed stakeholder expectations to transform its processes and systems to explore newer business models such as buy-online-pickup-in-store and curbside pickup.
ERP Optimization and Integration Architecture Development
Download the ERP optimization and integration architecture development case study and learn how Work Sharp fixed their broken ERP implementation that caused customer service issues and improved Supply Chain planning.
Our Methodology
for Cx Strategy Roadmap
The process starts with data collection, then moves to analysis, a custom questionnaire, and RAID logs creation. Next comes an iterative approach with interviews, process demos, training, and workshops. These sessions help build consensus and uncover key challenges. The team then outlines multiple solution options with pros, cons, risks, and benefits. Each option is reviewed through collaborative discussions focused on business value. The result is a recommended solution backed by all key stakeholders.
1 Data Collection
This phase focuses on data collection and secondary research to form an initial hypothesis, which is then reviewed and refined through discussion before developing potential solution options. The output of this phase: RAID logs and questionnaires.
3Finalized Options and Business Case Development
Once teams agree on the desired potential options, the next step is to build a business case, accompanied by a brief plan for each option.
2Iterative Workshops
The purpose of this phase is to go through each item in the RAID logs, coaching internal teams on core concepts, reviewing current user workflows, and building draft versions of potential options.
4Optional: Report Preparation
If a formal report or executive presentation is required, this phase focuses on its development. Alternatively, if a preferred option has been selected, teams can proceed directly to the next step—building the target operating model.
Ready to learn how we can help With the Cx Strategy Roadmap?
Our Other
CRM, Cx, and eCommerce Services Services
CRM Optimization and Project Recoveries
This service helps recover derailed CRM or eCommerce projects by reassessing the target operating model, analyzing the current implementation plan in depth, and realigning stakeholder expectations to optimize workflows and prevent further investment in technical and process backlogs.
Experience Design and Cx Transformation
This service helps design the customer experience regardless of touch points. It takes a comprehensive approach to experience design by defining the overall vision for customer experience, identifying the right KPIs. And then implementing the tactical strategies to improve Cx whether UX needs to be improved of different apps or much deeper transformation is required.
E-commerce Implementation and Integration
This service helps with the implementation of an eCommerce platform whether you need help with one of the SMB platforms such as Shopify, BigCommerce, or Magento. This service also helps with the integration whether you need to connect your eCommerce platform with ERP, CRM, or customer data platform.
CRM Consolidation and Selection
This offering supports companies facing fragmented CRM processes and systems, helping them uncover meaningful insights to power sales and marketing workflows. It includes developing a target operating model, defining migration plans from current workflows and datasets, managing a thorough and collaborative procurement process, and reviewing contracts and licensing terms.
Digital Commerce Business Model Transformation
This service helps eCommerce brands enable business models such as D2C, buy-online-pickup in-store, buy-online-return-in-store, or subscription-based business models.
eCommerce Platform Selection and Re-platforming
These services help identify the suitable eCommerce systems for your enterprise architecture. These services also help uncover technical and financial risks deeply embedded in your contracts, and manage change for your organization.
CRM Implementation and Integration
Whether companies have already followed a structured CRM selection process or chosen a preferred CRM system, this service helps design and execute a tailored target operating model aligned with that specific platform and ecosystem. It involves close collaboration with technical vendors and end users to continuously recalibrate the model as business context shifts and assumptions evolve.
Headless Commerce Strategy and Architecture
This service helps eCommerce brands with headless architecture enablement whether you need a custom headless solution or integration with monolithic platforms such as SAP Hybris and Oracle ATG. Or utilizing a newer breed of headless platforms such as commercetools, Spryker, or VTEX.
