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.
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
source: ttgtmedia.com
Document type: eBooks
Publication date: 10-10-2002
Number of pages: 39