Customer Relationship Intelligence [Paperback]

Linda Sharp (Author)

Book Description

Publication Date: November 1, 2007

Customer Relationship Intelligence brings a fresh, new perspective to sales and marketing: new relationship metrics and a breakthrough, actionable framework for real-time management, tied to profit. It is about teamwork and collaboration. It is about executing strategy. It is about retention, profit, and competitive advantage. Now companies can realize the gold in customer relationships and overcome risk and uncertainty in sales and marketing to:
- Unlock the sustainable competitive advantage in customer relationships. - Align the organization in a cohesive framework to earn high-profit revenue.
- Operationalize strategy to manage its execution in real time.
Author and marketing innovator Linda Sharp's critical insight shows how to take sales and marketing to a new operational level and breakthrough performance in a truly customer-focused organization.

Editorial Reviews

Review

With the Relationship Value metric, Linda Sharp has found a quantitative way for sales to give feedback to executives without being second-guessed. Her CRI Framework reflects a great respect for and understanding of sales. She has truly made the sales job easier day-to-day. --Alfred Dipman, Vice President North American Operations, Linkquest LTD

Applying metrics to marketing was what initially attracted me. As a finance executive, I was eager to find a comprehensive approach that could help us bring discipline and control to sales and marketing. The CRI Framework has put us on a path to both high-profit revenue and improved processes. --Kent Wegener, Vice President of Finance, Otis Spunkmeyer, Inc.

Using the CRI approach, we gained the ability to identify and pursue high-probability prospects and our success ratio has increased dramatically. This system has had a substantial and positive impact on our bottom line. I look forward to refining our processes by implementing more of the framework. --Tom Grotewold, President, Rare Space, Inc.

About the Author

Linda Sharp is CEO of Religence®, Inc., a customer-focused performance management consulting firm in San Francisco, specializing in Customer Relationship Intelligence. Sharp has run her own business-to-business marketing firms for more than 30 years, observing success in marketing with a mathematician's eye. The Customer Relationship Intelligence (CRI) Framework was born of her five-year odyssey to quantify marketing, and has resulted in a business process patent application, the formation of Religence to commercialize her discovery, and her new book Customer Relationship Intelligence: A Breakthrough Way to Measure and Manage Sales and Marketing.
The CRI Framework, the book describes, links strategic planning to operational execution, and real-time customer relationship metrics to profitability for breakthrough sales and marketing performance. Her insight is that it is all about the customer relationship, that measuring relationship development is what matters for profit and competitive advantage.
Reach Sharp at [e-mail] or at [phone] in San Francisco, CA, USA.

Product Details

• Paperback: 210 pages
• Publisher: Querencia Publishing; 1st edition (November 1, 2007)
• Language: English
• ISBN-10: 0979965705
• ISBN-13: 978-0979965708
• Product Dimensions: 8.8 x 5.9 x 0.6 inches
• Shipping Weight: 12 ounces
• Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #5,339,684 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

5.0 out of 5 stars Acting on the Value in a Customer Relationship, July 28, 2008

By 

John I. Todor "Author of Addicted Customers" (San Francisco, CA) - See all my reviews
(REAL NAME)   

This review is from: Customer Relationship Intelligence (Paperback)

Few business leaders do not believe customer relationships are immensely valuable. However, very few know how to define the value of individual relationships, measure it and take action based on this insight. Relationships are with individuals or individual companies, but how does one allocated resources to optimize relationships across a companies customer base?

Linda Sharp fills in the blanks and then provides systematic framework to turn customer relationships into sustainable profits and growth. Executive and managers in finance, sales, marketing and customer service should all read this book --it will get them on the same page.