The TrueNorth Method

EC’s TRUENORTH implementation approach is AGILE at the core.
It is a framework which is suited to projects with medium to high complexity.

The approach allows us to move a project through the important phases of discovery, design, implementation, validation and activation whilst driving high levels of collaboration and interdependency between our teams and our customers.

Stage 1


Every project goes through a discovery phase. It’s the part of the project where we build an exciting and robust value proposition together with our prospective customers. Think of it as that trip that you take around your property with a really good architect; the architect brings their talent and experience to the table, you bring your desires and aspirations for your living space and together you create a vision for a home which is much more than you expected. We have invested heavily into a dedicated architecture function at EC and are proud of the team of deeply experienced CRM practitioners that we bring into the room. Our discovery phase does not terminate in a proposal, it ends with a detailed blueprint which then sets the tone for the entire project engagement.
Stage 2


We would love to take the word design and substitute the word engineering. The design phase is an exhibition of technical mastery and experience. We only allow the most qualified and senior members of our team to engage during the design phase. During this phase, we translate the architectural blueprint into the technical specifications that our product specialists, developers and data scientists can understand. Think of it as the job that a civil engineer is required to do once an architect has submitted and signed off a set of building plans. During the design phase we test our theories, validate assumptions and start working up prototypes. The outcome of the design phase is a set of specification documentation and a project backlog.
Stage 3


The implementation or build phase is where we turn the hard work of envisioning and design into reality. During the implementation phase, we engage the engine room of our company. Our team structure values specialists over generalists. We have a team which features product specialists for the platforms we support, developers, project managers, data scientists, architects and team leads. The result is a unique capacity for execution which is able to push the envelope whilst delivering with uncompromising quality.
Stage 4


Our agile implementations produce tangible versions of project deliverables very early in the development process. This enables us to communicate progress clearly with project sponsors, validate functionality with customer representatives and ensure usability through end users engagement throughout the development process.
Stage 5


Activation in TRUENORTH is what is commonly known as change management. Customer Relationship Management projects require a specialized approach to managing changes in the technology landscape, IT infrastructure, business processes and reporting. TRUENORTH provides an activity system and associated controls to assist with managing change. Activation is more than change management. Activation includes a set of post implementation deliverables which ensure that user adoption is achieved at an acceptable level (more than just training), improvements in efficiency are actually delivered, business objectives set out during discovery are actually met and that the business case which was established during the envisioning phase actually materializes.

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