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1. GAP Analysis Template
Strategic Planning
GAP Target Item Current State Goal State Timeline Action Items
1 Prioritization Ad hoc prioritization Quarterly Exercise Q1 2012 Develop prioritization framework
2 Formal Planning Informal planning Quarterly Exercise Q1 2012 Standardize planning methodology
3 Governance Minimal oversight Steering Committee Q2 2012 Create Charter, build committee
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3. GAP Analysis Template
Business Data & Information Assets
GAP Target Item Current State Goal State Timeline Action Items
1 Customer Data Difficult to Access Dashboard in place Q3 2012 Identify data needs, build dashboard
2 Retention Rates Unknown Reviewed Quarterly Q2 2012 Build data mart & reporting tools
3 Project Data Not Centralized or Visible Web based and Real Time Q3 2012 Build Collaboration System
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5. GAP Analysis Template
Customer Relationship Management
GAP Target Item Current State Goal State Timeline Action Items
1 Customer Service Calls Not Done Frequently Monthly Calls Q1 2012 Create Customer Lifecycle Process & Schedule Tasks
2 Customer Self-Service Not Available Online Customer Portal Q2 2012 Evaluate Vendor Solutions and Customer Requirements
3 Service Level Agreement Not Defined Defined and Distributed Q3 2012 Draft Service Level Agreement and Send to Customers
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7. GAP Analysis Template
Demand Generation
GAP Target Item Current State Goal State Timeline Action Items
1 Lead Generation Strategy Not Integrated & Measured Defined and Measured Q1 2012 Develop Lead Generation Scorecard and establish KPIs
Lead Score Scaling
2 Lead Scoring Not Scored for Quality Q2 2012 Research Lead Scoring Best Practices & Automation Tools
System
No Pay Per Click Steady Stream of Web
3 Online & Search Marketing Q3 2012 Test Google AdWords Campaign and Measure ROI
Campaigns Leads
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9. GAP Analysis Template
Sales
GAP Target Item Current State Goal State Timeline Action Items
Adopt SPIN Selling Attend SPIN Selling Workshop & Distribute Book to Sales
1 Sales Training No Formal Methodology Q1 2012
Method Team
2 Key Account Planning Not Being Completed Account Plans for Top 25 Q2 2012 Conduct Account Scoring Exercise & Key Account Planning
3 Productivity Metrics Not Tracked Daily Productivity Reports Q3 2012 Create Daily Productivity Report and Measure Statistics
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11. GAP Analysis Template
Performance Measurement
GAP Target Item Current State Goal State Timeline Action Items
1 Campaign Metrics Not Captured or Defined KPIs Defined & Reported Q1 2012 Research Marketing Campaign Management Solutions
KPIs Visualized & Conduct Dashboard Readiness Assessment & Budget for
2 Dashboards & Scorecards No Systems in Place Q2 2012
Monitored 2009
Weekly Reporting Implement Google Analytics and Schedule
3 Website Analytics Available but not used Q1 2012
Schedule Reporting/Analysis
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13. GAP Analysis Template
Market Research
GAP Target Item Current State Goal State Timeline Action Items
1 Market Share Unknown Quarterly Report Q1 2012 Partner with Market Research Firm for our Industry
Minimal Input from Monthly Focus Group
2 Market Requirements Q2 2012 Research Focus Group providers and schedule first session
Customers Session
Standardized
3 Market Research Process Not Defined Q1 2012 Learn Best Practices and create research project template
Process/Reports
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15. GAP Analysis Template
Organizational Development
GAP Target Item Current State Goal State Timeline Action Items
1 Knowledge Management No Best Practices in Place Best Practices on Intranet Q1 2012 Update each section of Intranet to include Best Practices
Training New Sales First Sales within 1st
2 Not Ramping up Quickly Q2 2012 Analyze & Improve Training Materials and Schedule
Recruits Month
Return on Investment
3 Not Defined Standard Payback Period Q1 2012 Work with Accounting to set hurdle rate for payback period
Policy
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17. GAP Analysis Template
Human Resources
GAP Target Item Current State Goal State Timeline Action Items
Informal
1 Hiring Process Stardardize Evaluations Q1 2012 Create Interview Questions & Evaluation Tools
Questions/Evaluation
Inventory Department
2 Skills Assessments Never Been Completed Q2 2012 Use Marketing Skills Matrix to identify gaps in skill sets
Skills
Tied to KPIs &
3 Performance Reviews Completed Rarely Q1 2012 Improve Performance Review tools and process
Compensation
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19. GAP Analysis Template
Systems & Technology
GAP Target Item Current State Goal State Timeline Action Items
Integrated Enterprise
1 CRM Contact Database Q1 2012 Review business processes, select system, data migration
System
2 Campaign Management No Measurement KPIs for all campaigns Q2 2012 Implement Campaign Management system
Content Management Bring Management in-
3 Outsourced Web Updated Q1 2012 Assess CMS vendors, select system, train internal staff
System house
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21. GAP Analysis Template
Product Management
GAP Target Item Current State Goal State Timeline Action Items
1 Prod. Dev. Process Ad Hoc Standardized Methodology Q1 2012 Select toolset and set policy for development process
2 Feature Prioritization Not being completed Quarterly Prioritization Q2 2012 Create product feature prioritization tool & process
Standard Launch
3 Product Launch Un-coordinated effort Q1 2012 Develop Product Launch checklist and enforce adoption
Procedure
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