Handbook Planning Your CRM Program

Planning Your CRM Program

Planning a CRM program can be as simple as building consensus over a series of meetings with key stakeholders who all have a vested interest in keeping customers. Or it can be as complex as launching a multi-month project to gather requirements from across the company, interview stakeholders, and draft a game plan, working with staff members might not have ever heard of CRM. Whatever its scope, planning a CRM program is rarely as straightforward as it first seems.


In this eBook you learn:

Defining CRM Success

From Operational to Enterprise: An Implementation Scenario

Determining CRM Complexity

Preparing the CRM Business Plan

Defining CRM Requirements

Cost Justifying CRM

BPR Redux: Modeling Customer Interactions

Analyzing Your Business Processes

A CRM Readiness Checklist for Success



includes case study Verizon



Language: English
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Authors: Docent Ecommerce

Document type: eBooks

Publication date: 10-10-2002

Number of pages: 39

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