Customer-aligning business strategy, process and technology
 

   
 
HYM PRESS

 

Outcomes of a comprehensive study identifying best practices leading to ROI and factors contributing to failure

Blueprint for CRM Success

Co-authored with David Mangen and Bob Thompson

118 pages

Available in PDF format

Click Here: For more information, including table of contents

 

 

This blockbuster new CRMGuru.com study breaks fresh ground in defining how to generate ROI through CRM—while disproving many common myths and mantras that so often lead CRM implementers astray. The Blueprint for CRM Success is the first statistically valid study to tie not only high level implementation activities—but very specific process steps as well—to ROI performance. You won’t find a clearer road map to CRM success. No company should initiate a CRM implementation—or attempt to “fix” a failed implementation—without having this information front and center.

eBook Price: $195

After you order, you'll receive download instructions for the PDF file within one business day.

The Blueprint for CRM Success:
Special Digital 10-Pack

Your digital license includes permission to print up to 10 copies for internal or sales or marketing use (but not for resale).

Digital 10-Pack Price: $295

After you order, you'll receive the PDF file within one business day.

 


The Blueprint to CRM Success

Table of Contents:

 
  Preface
   
PART I: INTRODUCTION
  What is CRM (and why is it so important)?
  What are “Customer-centric Strategies?”
  Purpose of study
   
PART II: EXECUTIVE SUMMARY
  CRM Best Practices Leading to ROI
  ROI Patterns
  The Blueprint for CRM Success
   
PART III: STUDY METHODOLOGY
  Methodology
  Validity
   
PART IV: WHAT PREDICTS PERFORMANCE
  The Possibilities.
  Customer-centric Strategies
  Line-level Training & Support
  Organizational Change
  Measuring Outcomes
  Cumulative Impact of Key Predictors
  What Doesn’t Predict Performance
   
PART V: BEYOND THE NUMBERS
  Don’t Blame CRM
  Do You Want to be Customer-centric?
  Planning-averse Organizations
  The Corporate Caste System
  The Economies of Organizing Around Customers
  ROI Versus Implementer Expectations
  Investment Level/Payback Period
   
:: ADDENDUM
  About the Study Partners
  The Survey Instrument


About Us | Contact Us | Home Page

©Copyright 2004-2007 High-Yield Methods - All Right Reserved