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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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Customer experience rankings show bottom-line benefit 11 Feb 2010
News - Forrester's latest customer experience index is out, and Barnes & Noble, Marriott and firms in retail and hospitality got good news. It may mean future profits....
Oracle sues third-party support provider Rimini Street for intellectual property theft SearchOracle.com | 26 Jan 2010
News - Oracle is suing Rimini Street, claiming the third-party support provider has engaged in “massive theft of Oracle's software."...
Expert CRM predictions for 2010 28 Dec 2009
News - The next year promises big changes and big opportunities in the CRM market, from sales in the contact center to social media marketing and social media hype, according to industry experts....

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Reference & Learning:

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Managing CRM project requirements 16 Jun 2009
Chapter Download - One of the most difficult steps of any CRM project is figuring out how to prioritize all the necessary requirements. Get tips for organizing project documents and prioritizing requirements when taking on a Salesforce.com SFA or CRM project in this...
How to improve the customer experience in 10 steps 01 Mar 2009
Special Report - Learn how to improve the customer experience with these ten customer experience initiatives any company can implement immediately....
The top 10 CRM terms and buzzwords of 2008 01 Dec 2008
Top Buzzwords - 2008 was a big year for Web 2.0 tools, social CRM applications and analytics technology, as companies increasingly focused on the "voice of the customer" and on becoming more customer-centric. Browse our collection of the hottest CRM definitions and...

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Expert Technical Advice:

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How can we determine the cost of keeping a customer? 06 Aug 2009
Ask the Expert - How can you determine the cost of keeping a customer who is threatening to leave? Learn methods for calculating customer profitability for one customer or for a group....
Methods to increase customer lifetime value via customer loyalty 05 Aug 2009
Ask the Expert - Don Peppers discusses some effective methods to increase customer lifetime value via customer loyalty in this expert tip....
How to calculate workforce management ROI and benefits for the call center 30 Jul 2009
Ask the Expert - Trying to measure ROI for workforce management (WFM)? Read expert advice on the benefits of WFM, including more accurate forecasts and scheduling, resulting in better match of resources to workload....

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Definitions:

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partner relationship management (PRM) 25 Jul 2000
Word - ...

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Downloads:

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Building a customer strategy with Martha Rogers 29 Jan 2009
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 31 Dec 2008
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 20 Oct 2008
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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Video:

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CRM is not dead 16 Sep 2008
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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