Leadership Strategies in Customer Relationship Management

Report Review
Title: Leadership Strategies in Customer Relationship Management
Author: META Group
Publisher: META Group

Reviewer: Carol Parenzan Smalley, Site Editor, searchCRM.com

Reviewer's Comments: At 180 pages in length, this is one of the most detailed executive-level CRM publications available. META, a leading analyst firm in CRM and other business/technology areas, provides information in a concise and informative manner on market segmentation and share, decision making, key differentiators, measures of ROI and value, and best implementation practices.

META (with the assistance of its sister company � IMT Strategies) begins its report with an overview of this marketplace � viewed by META to be in its infancy � and completes it with a look at both failure and success models.

One area of the report that I found intriguing was the section on Return on Investment (ROI). The registered users of searchCRM.com have asked for specific CRM ROI information, and this report provides foundational data on which to begin ROI measurement. This section differentiates several vertical industries and market sizes and presents measurement criteria for ROI determination.

Two other areas that I found to be outstanding were "The Ultimate CRM Goal: Customer Life-Cycle Management" and "CRM Market Trends." META presents the three domains of customer life-cycle management:

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Customer Life-Cycle Patterns; Sales, Service, and Marketing Processes; and the CRM Technology Ecosystem. As many of the readers of searchCRM.com are IT professionals, this area of the report offers an outstanding integrated view of business and technology.

The section on CRM market trends presents an overview of customer-centric evolutionary processes. META does a tremendous job of not only indicating market trends, but also of offering action items for companies involved in internal and external CRM programs.

META has its fingers on the pulse of this growing business and technology area. This report is an excellent overview of CRM � for executives, upper-tier managers, and analysts.

eMarketplace: This report is available through searchCRM.com's eMarketplace. To order this report go to http://emarketplace.techtarget.com/main/1metacrm.html

This was first published in October 2000

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