CRM Strategy & Process Design

We design sales, marketing and service processes so they can be mapped in the CRM instead of living next to it in spreadsheets. The CRM follows the process, not the other way round.

Learn more

A man draws with a stylus on a large tablet at a standing desk in an office in the evening, a leather strap hanging over the desk corner.

A man draws a chain of connected boxes on a dark slate wall with a marker, an upholstered chair in the foreground.

Two hands press a blank white card into one of three rows of cards on a grey felt wall, a small wooden box of pins on the sideboard below.

Two colleagues seen from behind sit at a meeting table and look up at a wall screen showing a blurred bar chart.

What we look at

From how it really runs to a system that carries it.

The current state first

We record the processes as they actually run today, including the detours through spreadsheets, inboxes and word of mouth. Out of that comes a process map from first contact to existing customer.

Then we design the target picture

Pipelines, lifecycle stages and a data model that carries the processes. Every stage has defined criteria, every field has a purpose, and whatever nobody maintains is removed.

Metrics and forecast are defined with it

Leadership should be able to trust the system rather than a side calculation of their own. The result is the functional brief for the CRM implementation.

What you receive

Four deliverables the implementation can build on.

Process map

Sales, marketing and service as end-to-end processes, from first contact to existing customer.

CRM target picture & data model

Objects, pipelines and lifecycle stages defined so the CRM carries your processes instead of bending them.

KPI set & forecast logic

Metrics with clear definitions and a forecast leadership trusts, without a side calculation in spreadsheets.

Rollout plan

Prioritised steps for delivery: what goes into the CRM first, what follows and how success is measured.

FAQ

Frequently asked questions about CRM Strategy & Process Design

What is CRM Strategy & Process Design?

The functional design before the CRM implementation. Thorit records your real sales, marketing and service processes and designs pipelines, lifecycle stages, data model and KPIs so the system carries the processes.

Why not implement straight away?

Because a CRM mirrors the processes you give it. Implement unclear processes and you get a system nobody maintains. Designing first costs days and saves months.

We already have a CRM. Is it still worth it?

Especially then. With an existing system, mapping the processes shows where reality and the system state have drifted apart, and whether a rebuild or a fresh start is the better answer.

What is the concrete result?

A process map, a CRM target picture with data model, a defined KPI set with forecast logic and a prioritised rollout plan. Together, the functional brief for implementation.

What happens after that?

Delivery in Enterprise CRM Platform: the target picture is implemented on HubSpot, and Operate secures adoption afterwards.

Case Studies

What comes after the plan.

See all Case Studies

Ricoh

+365 %

More conversions through CRM and content.

Dovista

68 %

Of all enquiries automated.

Other Plan services

Three more services in Plan

If Plan is not the right starting point for you, explore the other phases of the Agentic Growth Stack as well.

Explore Build Services

Explore Operate Services

Explore Automate Services

Data & AI Readiness

Positioning before the first euro: data quality, system landscape and use cases evaluated, with ROI model and prioritized roadmap.

Platform & Custom Software Design

Target architecture for platform and in-house development: what HubSpot handles, what in-house software provides, and how both interact.

Agentic Operating Model

Roles, responsibilities and guidelines for working with AI agents, defined before the first agent goes into production.

first step

The first step towards an agent-native company.

In the Enterprise Discovery Workshop we develop a clear target picture and a business case that holds up, in a matter of days. Fixed price, no open-ended day rates.

Smiling man in a dark blue suit in a bright office.

Rather talk first?

We get back to you personally.

Request a workshop