| Critical Success Factor |
GAP |
| Agility to modify product catalogue |
- Small changes to existing catalogue are possible, if time consuming.
- Additions to catalogue and significant changes to existing products require external software development.
|
| Single Customer account |
- Current means of transferring customer information between databases require manual intervention and are time consuming.
- Number of databases makes it a prohibitive effort
|
| Business Strategy |
GAP |
| Growth through decentralisation |
Technology strategy and expansion strategy are not aligned |
| Growth through CRM |
- No apparent strategy to use customer information for growth through on sell, up sell or cross-sell
- No OneCustomer view across BUs
- Business growth strategy is not aligned with IT support plan
|
