CRM reference model
A blueprint for designing and implementing CX solutions
Our reference model is a comprehensive framework that outlines the fundamental components, processes, and interactions involved in effectively implementing and utilizing a CX solution. It provides a structured guide for agencies, when designing, implementing, and optimizing their CX strategies and systems. It is vendor neutral and serves as the framework for our ongoing Insight research.
Benefits for...
Agency
-
Improved Citizen Engagement
-
Enhanced Data Management
-
Process Efficiency
-
Data-Driven Insights
Customers
-
Personalized Experience
-
Quick Responses
-
Consistency
Vendors and Integrators
-
Common Reference Point
-
Expertise Showcase
-
Client Satisfaction Evidence
-
Long-Term Partnerships
channels
Enhanced customer engagement, flexible interactions, personalized support, and efficient communication across various platforms and preferences.
Direct
-
Phone
-
Email
-
Live chat
-
SMS
-
Messaging Apps
Self-service
-
Portals
-
Webforms
-
Chatbots
-
Social Media
-
Mobile Apps
Visual
-
Video Conferencing
-
Co-browse
Traditional
-
Fax
-
In-person Interaction
knowledge mgmt
Knowledge creation, search, contextual insights, analytics, and integration for efficient customer interactions.
Functionality
-
KB Access and Retrieval
-
Content Management
-
Guides and Assistants
-
Communities and Forums
activity center
Efficiently manage interactions, integrate data, route calls, ensure compliance, and enhance engagement.
Functionality
-
Records Management
-
Engagement Engine
-
Routing and Queuing
platform
Encompasses administration, maintenance, and security to ensure secure, efficient operations.
Functionality
-
Administration
-
Maintenance
-
Security
optimize
Combines analytics, configuration, and integration to enhance decision-making, efficiency, and collaboration.
Functionality
-
Analytics and Reporting
-
Configuration
-
Integration