Strategic CRM V2.0: the Field-Tested, Research-Validated Best Practices Manual For Generating ROI from CRM

"Strategic CRM V2.0: the field-tested, research validated best practices manual for generating ROI from CRM" combines the wisdom of practical experience with knowledge gained through exhaustive research to present the definitive "best practices" for achieving ROI from CRM. The new Version 2.0 expands on the very successful original version in three primary ways: incorporating the findings of the landmark best practices/ROI study, "Blueprint for CRM Success;" expanding the coverage of CRM-related technologies; and updating the original material to reflect feedback from the many users of Strategic CRM’s implementation methodology from around the globe.

Strategic CRM walks you step-by-step through the process of implementing CRM—from customer-centric planning through workflow and work process aspects to designing technology support and selecting CRM software. This manual includes:

-The only fully articulated approach to developing customer-centric strategies in-print today - written by the expert who created this unique approach, tested and refined it for 20 years with leading businesses and taught it for 10 years to graduate business students from major corporations. In use worldwide today, this planning methodology has produced stellar outcomes over and over again.

-A proprietary method of bringing workflow into alignment with customer-centric strategies - which research identifies as a key driver of CRM success. This methodology not only helps users identify necessary changes in functional roles & responsibilities, but makes a powerful contribution to defusing internal tensions often unintentionally triggered by CRM implementation.

-Instruction in how to drill down from redesigned workflow to reengineering work processes—and then use process reengineering as a tool to define your specific technology requirements. Using this process step-level approach to defining requirements frees you from relying on vendor promises that their software will support your activities or guessing that a software system will work.

-Valuable tips for creating the right systems environment for CRM - making data integration easier and valuable information more accessible. This section includes detailed instructions for holding CRM software reviews on your terms, not vendor terms - which can spare you from unnecessarily sp