The Chartered Institute of Export & International Trade
Trade
The Chartered Institute of Export & International Trade needed to ensure CRM adoption and value post-launch; a structured roadmap and benefits tracking led to full adoption, operational stability, and a culture of continuous improvement.
Guide the Institute through the critical post-launch phase of its CRM platform — ensuring operational stability, encouraging adoption across a 170-person organisation, and creating a structured roadmap for ongoing value delivery.
After successful implementation, the organisation needed to transition from a project mindset to a services and benefits mindset. Teams required reassurance, structured processes, and clarity on how to extract measurable value from newly deployed technology.
Reframed the post-launch phase around Benefits Tracking, recognising that implementation is only halfway to success. Introduced clear governance and SOPs to support stability, while embedding processes to measure adoption, efficiency, and outcomes. Developed a multi-stage roadmap aligned with the Phoenix framework — evolving from data quality and compliance to process automation, insight generation, and measurable business improvement. Presented this roadmap to the executive committee, highlighting how incremental maturity and capability growth translate into tangible value.
The CRM environment was stabilised and fully adopted. A clear roadmap was established to guide future improvements and ensure technology investments continued to deliver measurable organisational benefits. This approach created a culture of continuous improvement, with leadership focused on value assurance rather than mere delivery.
