High-Yield Methods - Customer aligning business strategies, process and technology

Customer-aligning business strategy, process and technology

HYM PRESS

The field-tested, research-validated best practices manual for generating ROI from CRM

The only fully articulated approach to developing customer-centric strategies in-print today—written by the expert who created this unique approach, tested and refined it for 20 years with leading businesses and taught it for 10 years in a leading graduate business school. In use worldwide today, this planning methodology has produced stellar outcomes over and over again.
A proprietary method of bringing workflow into alignment with customer-centric strategies—which research identifies as a key driver ofREDUCING OFFICE COST | DESIGNING OFFICE PROCESS | VISUAL WORKFLOW | CRM | FREE DOWNLOADS | PARTNERS | BLOG | ABOUT US | CONTACT US | HOMEsuccess. This methodology not only identifies necessary changes in functional roles & responsibilities, but makes a powerful contribution to defusing internal resistance.
Instruction in how to use process reengineering as a tool to define technology requirements—a much more accurate method than “blind faith” in the ability of selected technologies to meet your business requirements.
Valuable tips for creating the right systems environment for CRM—including detailed instructions for holdingREDUCING OFFICE COST | DESIGNING OFFICE PROCESS | VISUAL WORKFLOW | CRM | FREE DOWNLOADS | PARTNERS | BLOG | ABOUT US | CONTACT US | HOMEsoftware reviews on your terms, not vendor terms. This section alone can spare you from unnecessarily spending hundreds of thousands, even millions of dollars on technology you’ll never use.

Comments from Industry Leaders

"Leave it to Dick Lee to observe that the only result of down 'n' dirty Customer Relationship Management implementations is to get down and dirty. His trademark common-sense approach toREDUCING OFFICE COST | DESIGNING OFFICE PROCESS | VISUAL WORKFLOW | CRM | FREE DOWNLOADS | PARTNERS | BLOG | ABOUT US | CONTACT US | HOMEis distilled in this revised compendium of his earlier books, which completely updates his four-step method -- Developing Customer-Centric Strategies, Redesigning Workflow, Re-engineering Work Processes and Supporting With Technology -- and puts it between two covers for the first time.

Lee's the ideal guide for companies already convinced of the need for CRM, but who need highly practical step-by-step guidance. He dispenses with high-flying jargon and theoretical musings in favor of showing whatREDUCING OFFICE COST | DESIGNING OFFICE PROCESS | VISUAL WORKFLOW | CRM | FREE DOWNLOADS | PARTNERS | BLOG | ABOUT US | CONTACT US | HOMElooks like on the ground. How should you structure team leadership, identify the market cycle for each customer group or map current data flows? What size conference room should you book for a certain team meeting, how much time should it take and how many flip charts and markers will you need? Lee gives you the benefit of his vast experience in answering such questions which you probably didn't even think to ask. His painstaking visual representations of old vs. new sales proposal cycles, proposal resolutions, customer service flows, etc. are definitive, to make them any simpler he'd have had to do them in crayon.

Battle scars are all over the book. On "Change Management" he says "There are two aspects of change management critical to the success ofREDUCING OFFICE COST | DESIGNING OFFICE PROCESS | VISUAL WORKFLOW | CRM | FREE DOWNLOADS | PARTNERS | BLOG | ABOUT US | CONTACT US | HOMEimplementations: Leadership and firefighting. The more you have of #1, the less you'll need of #2." Here's a man who's seen more unnecessary firefighting than he cares to remember. He's learned that the best way to impart the information that needs to be imparted is to use the old threefold approach: Tell 'em what you're gonna tell 'em, tell 'em, then tell 'em what you just told 'em. From setting a baseline to beta and launch he walks you step-by-step through what needs to happen when, a seeing-eye dog doesn't provide better guidance than this.

Take a look at the table of contents (below).

Strategic CRM V2.0

168 pages

Available in PDF format

The field-tested, research-validated best practices manual for generating ROI from CRM.

The only fully articulated approach to developing customer-centric strategies in-print today.
A proprietary method of bringing workflow into alignment with customer.
Instruction in how to use process reengineering as a tool to define technology requirements.
Valuable tips for creating the right systems environment for CRM.


	StrategicREDUCING OFFICE COST \| DESIGNING OFFICE PROCESS \| VISUAL WORKFLOW \| CRM \| FREE DOWNLOADS \| PARTNERS \| BLOG \| ABOUT US \| CONTACT US \| HOMEV2.0 Table of Contents:


	Four Steps toREDUCING OFFICE COST \| DESIGNING OFFICE PROCESS \| VISUAL WORKFLOW \| CRM \| FREE DOWNLOADS \| PARTNERS \| BLOG \| ABOUT US \| CONTACT US \| HOMESuccess

	Introduction



	Before We Begin

	The Customer Relationship Movement

	The Four-step Implementation Methodology

	Team Formation & Facilitation

	With or Without Consultants

	Using this Manual



Step I:	Developing Customer-centric Strategies



	Before You Call It 'Simple'

	Sources of Information

	Setting a Baseline

	Customer View

	Looking Inside

	Customer Needs

	Win-Win Opportunities

	Customer-centric Strategies



Step II:	Redesigning Workflow

	Information Flow-The New Media

	Change the Information Flow, Change the Company

	Sample Case

	Workflow Mapping

	Change Management



Step III:	Re-engineering Work Processes

	Constraints Management

	From Workflow to Work Process



Step IV:	Supporting with Technology

	Systems Design

	TheREDUCING OFFICE COST \| DESIGNING OFFICE PROCESS \| VISUAL WORKFLOW \| CRM \| FREE DOWNLOADS \| PARTNERS \| BLOG \| ABOUT US \| CONTACT US \| HOMESoftware Sales Hustle

	Technology Requirements

	Software Choices

	Selection Process

	Build-out & Beta

	Training & Launch

	A Final Word



::	Addendum

	About the Author