This book is based on a model that integrates both the organizational and implementation elements associated with CRM. It is based on the author’s years of experience with strategic planning and his 17 years of experience with CRM related technologies. Each portion of the model is provided with a rationale and specific criteria. The book includes a detailed template for scoring your organization. The self-assessment is appropriate for all organizations regardless of size or experience with CRM.
Book Description
Editorial Reviews
From the Publisher
The creation of a set of best practices is key to moving the industry forward in terms of improving the experience of success. At this point, the definition of best practice is intuitive and based on experience across many disciplines. Over time it should be possible to correlate success with the self-assessment scores. This would truly be a leap forward.
From the Author
Although the model provides a very explicit scoring system, the emphasis should not be on the score but on the perspective and learning. Even if there were comprehensive statistical correlation between the score and success, it would be wrong to focus on the score. The model is based on what is known about best practices across many disciplines and has a strong business rationale. An attempt has been made to not make this model too prescriptive because then it takes on the vestige of methodology, which is sure to drive people apart rather than to find common ground in the industry. Participants using the model should focus on understanding why the criteria are listed and how it applies to their organization. In the final analysis, the model should be a call for action.
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Inside This Book
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Key Phrases - Statistically Improbable Phrases (SIPs):
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customer centric Key Phrases - Capitalized Phrases (CAPs): (learn more)
Section Points, Section Audit Standard Rationale Compliance, Applied Points Pts, All Rights Reserved, Section Summ, Compliance Documentation New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
customer centric Key Phrases - Capitalized Phrases (CAPs): (learn more)
Section Points, Section Audit Standard Rationale Compliance, Applied Points Pts, All Rights Reserved, Section Summ, Compliance Documentation New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
Citations (learn more)
This book cites 2
books:
- Customer Relationship Management Systems: ROI and Results Measurement by Glen S. Petersen in Front Matter
- High-Impact Sales Force Automation: A Strategic Perspective by Glen Petersen in Front Matter
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