Frameworks and Models That Bring Clarity to Complex CRM Decisions
These frameworks and models provide structured ways to think about CRM strategy, governance, implementation, delivery, and long-term adoption. They are designed to help leaders and program teams make clearer decisions in complex environments, including those built on Microsoft Dynamics 365 and Power Platform, especially where technology choices, organisational change, and accountability intersect.
Making complex CRM decisions easier
CRM decisions, although superficially easy, are rarely simple — and they’re rarely owned by one person.
Our frameworks help organisations:
- Create shared language
- Make trade-offs visible
- Navigate complexity with confidence
- Stay aligned as conditions change
They are used as guides, not rigid rules.
SuccessRM
A whole-of-CRM view of success
SuccessRM is Opsis’ holistic view of what drives sustainable CRM outcomes.
It recognises that CRM success depends on alignment across:
- Strategy
- Governance
- Capability
- Adoption
- Technology
SuccessRM helps organisations identify where imbalance exists — and where attention will have the greatest impact.
The Nine D’s of CRM Success
The decisions that shape outcomes
The Nine D’s of CRM Success represent the critical decisions that consistently shape CRM outcomes.
They are used to:
- Structure executive conversations
- Diagnose stalled or struggling programs
- Create clarity across leadership and delivery teams
Rather than focusing on tasks or features, the Nine D’s focus on decision quality.
Governance by Design
Governance that supports progress
Governance by Design reframes governance as an enabler, not a constraint.
It focuses on:
- Clear ownership and decision rights
- Proportionate controls
- Early involvement — not after-the-fact escalation
- Governance that evolves as complexity grows
This approach helps organisations maintain momentum while staying in control.