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Customer Relationship Management: Developing a Long-Term Customer-Focused Strategy
As companies around the world strive to implement successful customer-focused initiatives, organizations that view customer relationship management (CRM) as a process -- not merely a project -- invite rapid advancements and lasting success, according to a study conducted by research and consulting firm Best Practices, LLC. The study shows how global leaders evade long-term CRM pitfalls by utilizing the proper management and measurement tools.
Countdown to Customer Focus: A Step-By-Step Guide to CRM Implementation, profiled in a sample excerpt at http://www3.best-in-class.com/r1.htm, reveals how companies turn CRM into an on-going discipline with well-charted and detailed measurements as a primary focus. Study findings mapping continual CRM success include:
* A detailed plan for the management of proper expectations for the longterm success of a CRM process.
* Strategies to measure performance of the CRM initiative throughout the company.
* Tactics for the supervision of continuous improvement initiatives to ensure lasting success of CRM.
The study is based on exclusive interviews and surveys with CRM team leaders at 32 of the world's most profitable companies. You can learn from best-in-class organizations including AT&T, Aventis, Boeing, Eli Lilly, Land's End, Merrill Lynch, Raytheon and Xerox. In addition to long-term CRM strategies, the study includes:
* A step-by-step roadmap for effectively rolling out a CRM program - from early-stage strategic planning to program performance management
* Performance metrics
* Tactics to build company-wide support
* CRM implementation roles and responsibilities matrix
* Balancing local customization with global standardization guidelines
"Simply following CRM initiative steps is not going to reveal the potential that lies in your customers," said Best Practices, LLC Vice President Chris James. "Managing customer-focused initiatives for long-term success is the key to maintaining profitable customer relationships." 14.12.2004, Best Practices, LLC
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