Design Thinking for CRM re – implementation at my current organization 

 Design Thinking Tool Used : Visualization 

 Challenge : 

 After a failed attempt of CRM ( Customer relationship Management ) implementation & adoption for   the sales team at my present organization , we took the task to take insights from the failed attempt   and run the project with necessary measures to ensure successful adoption within the organization . 

 We chose Salesforce CRM for the team of 45 members of Sales , NPRD , Customer Service and   Management help us overcome the challenges of productivity , transparency , motivation and 

 improved sense of achievement . In the 1st phase , we did try and automate most parts of our sales ,   project and customer communications cycle but failed to achieve the desired adoption due to   technical glitches , resistance by the users for the change , . 

 Having spent enough on getting the new tool implemented in addition to the recurring cost of   license fees without actual utilization , it was difficult to convince the management to get a new 

 partner onboard to complete implementation and help drive adoption , due to the earlier failed   attempt . The message from the management was clear to agree on the project “ We can not afford   to fail again ” 

 Selection : 

 From the past learning , we decided to go ahead with learning launch to identify the requirements ,   possible risks and their mitigation plan . During the process , we also would be able to identify the   challenges faced by the users and plan to help drive the adoption 

 Application & Insight : 

 To analyze the reasons of failure , we conducted quick meetings with the stakeholders similar to the 

 examples cited in the Good Kitchen Story . We used the visualization tool to identify the   opportunities to identify the best solution to our current problems . The outcome of the same would   help us in designing the solution as well as method to implement the solution . Below listed are the   major outcomes of the exercise . 

 1 . Expected Page Layouts were created .    2 . Excess Data entry points were identified for elimination in the new design 

 3 . Links were established with the other modules in the overall process   4 . Flow Diagram was created for the tech team to start working on the technical design   5 . Data Model Correction required was identified at different points   6 . Data Accessibility and Restrictions were identified for each role / function 

 7 . Consensus was built with the stakeholders on the design and page layouts . 

 By the end of the exercise , we were clear on the way forward to the design . Since the exercise had   all the relevant stakeholders involvement , we were sure of having a better success ratio of the   project who would really understand the importance of the project and benefits it would extend to   them . 

 We also agreed on using learning launch tool as an outcome of visualization to develop few   modules , test , fix and then proceed to next module instead of a one - time launch of the package   which required higher commitment of resources and time . 

 Approach : 

 With the gained insights , we will ensure that before starting any key projects , we use the design   thinking tools to map the requirements with the help of the stakeholders and use the learning launch   phase to gather insights and opportunities of improvement . This would ensure a higher success ratio   of attempted innovations in the organizational requirements . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: Design Thinking for CRM re – implementation at my current organization 

 Design Thinking Tool Used : Visualization 

 Challenge : 

 After a failed attempt of CRM ( Customer relationship Management ) implementation & adoption for   the sales team at my present organization , we took the task to take insights from the failed attempt   and run the project with necessary measures to ensure successful adoption within the organization . 

 We chose Salesforce CRM for the team of 45 members of Sales , NPRD , Customer Service and   Management help us overcome the challenges of productivity , transparency , motivation and 

 improved sense of achievement . In the 1st phase , we did try and automate most parts of our sales ,   project and customer communications cycle but failed to achieve the desired adoption due to   technical glitches , resistance by the users for the change , . 

 Having spent enough on getting the new tool implemented in addition to the recurring cost of   license fees without actual utilization , it was difficult to convince the management to get a new 

 partner onboard to complete implementation and help drive adoption , due to the earlier failed   attempt . The message from the management was clear to agree on the project “ We can not afford   to fail again ” 

 Selection : 

 From the past learning , we decided to go ahead with learning launch to identify the requirements ,   possible risks and their mitigation plan . During the process , we also would be able to identify the   challenges faced by the users and plan to help drive the adoption 

 Application & Insight : 

 To analyze the reasons of failure , we conducted quick meetings with the stakeholders similar to the 

 examples cited in the Good Kitchen Story . We used the visualization tool to identify the   opportunities to identify the best solution to our current problems . The outcome of the same would   help us in designing the solution as well as method to implement the solution . Below listed are the   major outcomes of the exercise . 

 1 . Expected Page Layouts were created .    2 . Excess Data entry points were identified for elimination in the new design 

 3 . Links were established with the other modules in the overall process   4 . Flow Diagram was created for the tech team to start working on the technical design   5 . Data Model Correction required was identified at different points   6 . Data Accessibility and Restrictions were identified for each role / function 

 7 . Consensus was built with the stakeholders on the design and page layouts . 

 By the end of the exercise , we were clear on the way forward to the design . Since the exercise had   all the relevant stakeholders involvement , we were sure of having a better success ratio of the   project who would really understand the importance of the project and benefits it would extend to   them . 

 We also agreed on using learning launch tool as an outcome of visualization to develop few   modules , test , fix and then proceed to next module instead of a one - time launch of the package   which required higher commitment of resources and time . 

 Approach : 

 With the gained insights , we will ensure that before starting any key projects , we use the design   thinking tools to map the requirements with the help of the stakeholders and use the learning launch   phase to gather insights and opportunities of improvement . This would ensure a higher success ratio   of attempted innovations in the organizational requirements .
### Output: 