Customer Relationship Management (CRM) Strategy

The State of Queensland acting through the Department of Transport and Main Roads, TransLink Division is seeking Request for Quotes for the provision of a Customer Relationship Management (CRM) Strategy and associated deliverables. The purpose is to engage a suitably qualified Consultant to assist with the development of a TransLink Customer Relationship Management (CRM) Strategy and associated Customer Information Management framework. Ensuring its alignment with the goals of TransLink as a service provider and within the broader Transport and Main Roads ICT ecosystem. The strategy will establish a guide for Customer focused technology investments, project prioritisation and delivery. The Supplier shall undertake to provide the full and complete scope of work as set out in the Request for Quote and QITC Contract. Deliverables – Current digital footprint map – TransLink CRM Strategy – TransLink Customer Relationship Management Principles – TransLink CRM Roadmap – CRM Action Plan – CRM Communication plan – Executive summary on cultural readiness Requirements for Submission: 1) Completion of section 3 of the RFQ– Offeror Response 2) Provide a proposed schedule as per evaluation criteria 3. 3) Provide itemised proposal and quote for the deliverables: i) Current digital footprint map ii) TransLink CRM Strategy iii) TransLink Customer Relationship Management Principles iv) TransLink CRM Roadmap v) CRM Action Plan vi) CRM Communication plan vii) Executive summary on cultural readiness

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