CRM Fundamentals is a critical and comprehensive resource for executives and project leaders tasked with managing customer relationship management (CRM) initiatives. It provides an introduction to CRM and how it delivers value to organizations, and describes the process to build and execute a CRM roadmap successfully—including identifying goals, lining up the right people, planning projects, choosing software packages and consultants, managing the initial CRM implementation, and maintaining and …
This book is thorough, clear and filled with useful information. It's organized in two parts. Part 1 defines CRM in chapter 1 and in the next six chapters covers the reasons and issues for implementing CRM from five perspectives: (1) Marketing, (2) Customer Service/Call Centers, (3) Sales Force Automation, (4) E-business and (5) Data Analysis.
Take the Customer Relationship Management Quiz - How's Your Organization Doing?
Find out how you're doing before you access our customer relationship management tools and resources. Take the CRM Quiz. The quiz is 19 questions and it addresses key aspects of customer relationship management. It will help you determine the current state of your CRM planning, practices and processes. Your answers will indicate specific areas where you may benefit from improvements. And, it will also help guide your decisions about your future CRM needs and investments.
Once you've completed the quiz, you can contact us to review your responses and provide an objective analysis of your current business and marketing planning efforts.
Customer Relationship Management
The tools in this section will help you better manage your customer relationships and also determine the value of these customers to your organization.
The purpose of this CRM (Customer Relationship Management) Assessment is to identify opportunities to optimize your current customer relationships and improve acquisition and retention performance.
Use this CRM application and vendor evaluation tool to compare potential CRM solutions and the vendors that provide them. For each parameter, rank vendors' applications and or the vendors based on their ability to deliver on your requirements.
Use this Customer Life Time Value Calculator to calculate the Life Time Value of a customer, which is the monetary value of a customer over their lifespan as a customer.
Use this Customer NPV (Net Present Value) Calculator to calculate the "Net Present Value" of a customer based on cost of capital, their profitability, purchase history and lifespan (how long they are a customer). This is a method of determining the true value of that customer.
This tool will calculate the year-over-year retention rate of your customers and the projected customer life time in years based on the variables you enter for the number of customers who purchased in the first year and the number of them that were still purchasing in the second year.
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