CRM Complexity Continuum and Maturity Model

A clear understanding of your goals and avoiding being overly ambitious for your enterprise will always pay off with a better ROI. The key lies in understanding the various maturity levels as well as the nature of your enterprise as to which category it falls into. A multidimensional analysis of the situation would open the windows for you to make better strategic decisions and more educated technology investments. 

Maturity Levels

David Taber has broken down the maturity model into five levels. It is important to understand that these levels in no way need to be sequential from a planning and implementation perspective.

Categories

While it might seem ideal but not all the organizations need to operate at level V. As a matter of fact, many organizations can do perfectly fine operating only at Level III. While the operating model (Jeanne Ross) might also play a very helpful role in identifying which maturity Level would work best for you from a technology perspective. However analyzing the situation completely from a business perspective it would make sense to identify which category your enterprise falls into and make a decision accordingly. (We would discuss the operating model and its relationship to the maturity level another day.)