Maturity Model CRM

After my previous post namely "CRM Complexity Continuum and Maturity Model", I received a number of questions asking about the maturity levels. In a future post I would try to link the Maturity Levels to the Operating Model of your enterprise in terms of Replicated, Diversified, coordinated and Unified and how the operating model can help define you target maturity Level. Also I would like to state that not every company's goal should be level V and some enterprises would do perfectly fine at Level III.

Level I:
Leads and contacts are managed within the system but the forecasting and account reviews are done outside the system.

Level II:
At this level pipeline management, forecasting, quota management, leads, contacts and opportunities are all managed in the system and the reps are diligent about updating the opportunity information to signal the rest of the organization. Sales and marketing executives use SF data to manage and direct their teams.

Level III:
Price lists have been populated, approval workflows have been implemented, quoting is integrated with order management. Commission management capabilities/systems have been integrated with SF. 360 view of Marketing Team.

Level IV:
At this level you would have the accounting and ERP systems integrated to SF. This would automate order entry, tracking and management purposes. At this level all the bookings can be seen in real time. 360 view of Customers.

Level V:
SF is used as key driver of analysis at every level of management and planning. Wit BI integration analysts can examine customer profitability and other strategic issues. With level V you would have a 360 view of business.