Capillary 5D Framework

For measuring CRM maturity

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A diagnostic tool for brands to assess their capabilities across the 5 dimensions of CRM

50% of CRM programs fail to deliver the results expected from it. This is mainly due to small misses that could have been fixed easily if identified in advance.

Capillary 5D Framework for measuring CRM maturity allows brands to identify the areas for improvement and draw a road map to reach the ideal stage – proactively.



Ace My CRM Strategy

5 Dimensions of CRM

1 2 3 4 5 Aligned Organization Know your Customer Analytics Maturity Realtime Consumer Engagement Technology Alignment
Where do I stand?

5 Dimensions of CRM

1 2 3 4 5 Aligned Organization Know your Customer Analytics Maturity Realtime Consumer Engagement Technology Alignment
Where do I stand?
sharp-shape

5 Dimensions of CRM

1 2 3 4 5 Aligned Organization Know your Customer Analytics Maturity Realtime Consumer Engagement Technology Alignment
Where do I stand?
sharp-shape

3 Attributes of Excellence for Each Dimension

The 5D Framework for measuring CRM maturity gives scores from 1 to 3 for each attribute depending on the stage of advancement. This means a quantitative approach to highlighting the areas that need improvement, and by how much.

Aligned Organization Functional Alignment Strategic Alignment Vendor Alignment 1 Analytics Maturity Insight Generation Insight Democratization Insight Based Actions 3 Know your Customer Identifying Customer Base Single View of Customer Enrichening Customer Data 2 Realtime Consumer Engagement Channels of Engagement Offer Effectiveness Personalized Communication 4 Technology Alignment Data Capture Campaign Execution Omnichannel CRM 5
What's my score?

3 Attributes of Excellence for Each Dimension

The 5D Framework for measuring CRM maturity gives scores from 1 to 3 for each attribute depending on the stage of advancement. This means a quantitative approach to highlighting the areas that need improvement, and by how much.

Aligned Organization Analytics Maturity Functional Alignment Strategic Alignment Vendor Alignment Insight Generation Insight Democratization Insight Based Actions 1 3 Realtime Consumer Engagement Know your Customer Identifying Customer Base Single View of Customer Enrichening Customer Data Channels of Engagement Offer Effectiveness Personalized Communication 2 4 Technology Alignment Data Capture Campaign Execution Omnichannel CRM 5
What's my score?

3 Attributes of Excellence for Each Dimension

The 5D Framework for measuring CRM maturity gives scores from 1 to 3 for each attribute depending on the stage of advancement. This means a quantitative approach to highlighting the areas that need improvement, and by how much.

Realtime Consumer Engagement Aligned Organization Analytics Maturity Know your Customer Technology Alignment Functional Alignment Strategic Alignment Vendor Alignment Identifying Customer Base Single View of Customer Enrichening Customer Data Insight Generation Insight Democratization Insight Based Actions Channels of Engagement Offer Effectiveness Personalized Communication Data Capture Campaign Execution Omnichannel CRM
What's my score?
sharp-shape

Why Capillary 5D Framework

Diagnostic Tool

to check the CRM health and the value it brings

Better Performance Visibility

Clear View

of the way ahead taking into heed the risks and opportunities

Quick Decision Making

Data Backed Check

on the CRM friendly culture of the organization

Higher CRM Returns