CRM strategy

Use these resources to build a strong CRM strategy. Learn how to start a CRM strategy with the latest news, expert advice and learning tools. Learn how to build and implement a customer-focused strategy for CRM. Get expert advice on developing a customer equity management strategy and learn how to create customer satisfaction survey. Get in-depth information on customer experience management (CEM) and how it differs from CRM. Find out how to conduct a CRM system and process audit. Learn how to measure ROI following a CRM implementation. Get pointers for evaluating your CRM strategy and customer service strategy with the CRM strategy checklist. Listen to podcasts on developing customer strategies, CRM strategies and customer equity strategies. Get tips for optimizing your CRM strategy, shopping for CRM systems and avoiding failure. Get best practices for building a call center strategy.


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News:

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Expert Technical Advice:

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CRM CRM strategy Experts

William Band, Vice President and Principal Analyst, Forrester Research 

  • William Band, Vice President and Principal Analyst, Forrester Research 
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Lior Arussy, President, Strativity Group

Richard Boardman, Founder, Mareeba

Don Peppers and Martha Rogers, Founding Partners, Peppers & Rogers Group

  • Don Peppers and Martha Rogers, Founding Partners, Peppers & Rogers Group
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Video:

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  • CRM is not dead

    Video - In this video from the Gartner CRM Summit, Scott Nelson, an analyst with Gartner, explains CRM's past and its promise for the future.

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Reference & Learning:

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  • Beginning a Salesforce.com CRM or SFA project

    Chapter Download - A key success factor for any CRM or or sales force automation (SFA) project is making sure to plan out the project ahead of time. This chapter explains the requirements, schedules and costs that are involved in completing a Salesforce.com project...

  • Creating a Salesforce.com CRM business case

    Chapter Download - This chapter excerpt outlines steps for building a Salesforce.com CRM business case. Estimating costs is a big part of this process. Learn about the three main cost areas: procurement, implementation, and ongoing user expenses and get tips for managing...

  • Developing a CRM implementation schedule

    Chapter Download - Get tips for developing a CRM implementation schedule and setting executive expectations for your CRM or SFA project in this chapter excerpt. Also, learn some rules to follow if you're thinking about outsourcing some aspects of your CRM project...

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Downloads:

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  • Building a customer strategy with Martha Rogers

    Podcast - According to experts, a customer strategy should always be designed in the customer's best interest. In this podcast, expert Martha Rogers gives tips for updating customer strategies, building a customer strategy from scratch and adjusting an employee...

  • Building the trust of customers with Don Peppers

    Podcast - There are many methods for building the trust of customers, but which work the best? In this installment of our Creating Customer Value podcast series, Don Peppers discusses the effectiveness of customer testimonials and word of mouth. He provides tips...

  • Call center benchmarking best practices

    Podcast - This podcast features tips and best practices for call center benchmarking. Get advice from a benchmarking expert Eric Zbikowski of Metric Net LLC for using benchmarks in conjunction with a call center metrics program to track performance.

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Definitions:

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See also -Topics Related to Strategies: