“Plans get you into things, but you got to work your way out.”—Will Rogers
This chapter describes four case studies based on workshops I’ve facilitated over the years. To protect confidentiality, I’ve disguised the names and certain details not relevant to our purposes.
The workshop I did for a company named SalesTrak followed a horizontal, top-down strategy in the course of one six-hour session.
We defined the scope for a contact and customer relationship management (CRM) system for commissioned brokers who contacted independent insurance agents in their territories to make and close sales. Under the status quo, contact and customer information was inconsistent, and the data was of low quality. Broker ...