CRM solution design

We plan CRM approaches before anything is built, making sure platforms, data and use cases match business priorities.

CRM strategy, architecture and martech design

Most organisations don’t have a martech problem. They have a design problem.

The platforms are there, the data exists, but strategy, systems and execution often don’t connect properly.

Our CRM solution design capability fixes that – by getting three things working together:

Data
Correct, structured and usable

Technology
Platforms configured and connected
Organisational setup
Teams, processes and ownership ready to deliver

These are the fundamentals that need to be in place for CRM to start working as a system, delivering against business goals and real customer needs.

What is CRM solution design?

CRM solution design defines how data, technology and teams connect to deliver personalised, automated and measurable customer journeys.

It includes:

CRM audit and platform evaluation
Use case development aligned to business and customer needs
CRM technical architecture design and integration planning
Marketing platform selection and CRM RFP support
Implementation planning across platforms like Salesforce Marketing Cloud, Adobe Campaign, Braze and Bloomreach

Common challenges you might be facing

CRM platform in place but not delivering ROI
Data sitting in silos
Over-reliance on campaigns instead of lifecycle journeys
An “integrated” CRM platform that isn’t, in practice
No clarity around marketing platform selection or CRM RFP processes
Teams unclear on ownership, roles and execution

Platform audit & review (CRM audit)

We run a detailed CRM audit of your CRM platform and wider martech ecosystem to understand what’s working and what isn’t.

As a platform-agnostic CRM consultancy, we focus on getting more out of what you already have before recommending change. Whether you’re using Salesforce Marketing Cloud, Adobe Campaign, Braze, Bloomreach or another integrated CRM platform, we assess how well it supports real customer journeys.

This isn’t just a technical review. We look at how data, technology and teams actually work together day-to-day.

In practice, this means:

Reviewing CRM platform configuration and usage
Assessing data quality, structure and segmentation readiness
Identifying integration gaps across your integrated CRM platform

Evaluating team processes, ownership and execution

The result:

A clear view of where your CRM platform is underperforming, and where you can drive immediate ROI.

Use case development

We define the scenarios your CRM needs to support through use case development, based on customer behaviour, lifecycle stages and commercial priorities.

We map your current state and define a realistic future state, prioritising use cases against impact and feasibility.

It’s about translating strategy into something you can build and run.

In practice, this means:

Mapping current customer journeys and identifying gaps
Defining future-state lifecycle journeys
Prioritising use cases based on commercial impact and feasibility
Aligning use cases to CRM platform capabilities

The result:

A prioritised set of use cases that guide how your CRM platform is configured, built and used.

CRM technical architecture

We design your CRM technical architecture – how your CRM platform, data and tools connect to enable delivery.

Every platform has limits. Whether you’re planning a Salesforce Marketing Cloud implementation, Adobe Campaign implementation, Braze implementation or Bloomreach implementation, we identify where those limits sit and what’s needed around them.

The goal is a clean architecture that helps deliver personalised, automated CRM.

In practice, this means:

Defining data flows and integration points
Mapping roles across your integrated CRM platform
Identifying capability gaps and constraints
Recommending supporting tools and integrations

The result:

A joined-up CRM technical architecture that can scale and flex with your programme.

Martech vendor scoping & benchmarking

CRM RFP & marketing platform selection

We support marketing platform selection and CRM RFP processes, helping you choose the right CRM platform based on how you plan to use it.

We benchmark platforms like Salesforce Marketing Cloud, Adobe Campaign, Braze and Bloomreach against your use cases and CRM technical architecture.

In practice, this means:

Defining requirements for CRM platform selection
Supporting CRM RFP creation and evaluation
Benchmarking vendors against real use cases and architecture
Advising on implementation readiness

The result:

Confidence that your CRM platform is fit for purpose.

who is this for?

Solution Design is for businesses whose CRM platform isn’t delivering expected value, teams planning an implementation across Salesforce Marketing Cloud, Adobe Campaign, Braze or Bloomreach, and organisations running a CRM RFP or marketing platform selection process – or those looking to optimise what they already have.

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