1. Understand business requirements from Sales, Marketing, Customer Service and Store teams.
2. Prepare BRD / FRD / FDD and process-flow documents.
3. Map existing business processes to Salesforce CRM.
4. Configure Leads, Accounts, Contacts, Opportunities, Activities and Campaigns.
5. Design customer journey: Lead Follow-up Store Visit Chance Sale After-sales.
6. Define CRM workflows, approval processes and automation requirements.
7. Coordinate with Salesforce developers and BC technical teams.
8. Define data migration and customer-master cleansing requirements.
9. Design dashboards and MIS reports for management.
10. Conduct UAT and prepare test scenarios.
11. Prepare user manuals and conduct training for store/sales employees.
12. Monitor implementation issues and coordinate with the implementation partner.
13. Support post-go-live CRM adoption and process improvement.