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Customer Relationship Management (CRM) RFP Templates http://rfp.technologyevaluation.com/store.asp?catid=2 Customer Relationship Management (CRM) Software Evaluation Reports http://rfp.technologyevaluation.com/rfi.asp?catid=CRM Customer Relationship Management (CRM) Evaluation Center http://crm.technologyevaluation.com/

CRM: What Is It and Why Do It? Part One: Historical Background

by Glen Petersen ... Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled by a set of applications that ... http:/.../Research/ResearchHighlights/Crm/2004/11/research_notes/MI_CR_XGP_11_08_04_1.asp - 18k Summary: Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled by a set of applications that support customer-facing functions and management decision making. That may capture the essence of what CRM is, but it does not begin to capture why

顧客関係管理（CRM）とは何なのか、なぜ要るのか

by Glen Petersen ... Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric 1 business strategy that is enabled by a set of applications that ... http:/.../ja/Research/ResearchHighlights/CRM/2008/04/cmt/research_notes/ja/MI_CR_XGP_11_08_04_1.asp - 19k Summary: 顧客関係管理（CRM）とは90年代半ばから使われるようになった概念で、販売現場のデータとコールセンターが入力したデータを一括統合すれば、顧客対応が良くなり売り上げが伸びるのではという発想です。インターネット技術

A Lexicon for Customer Relationship Management Success

by Glen Petersen ... Leadership. Senior management must define CRM as an operational strategy and then personally direct the implementation as an organizational change initiative. ... http:/.../Research/ResearchHighlights/CRM/2006/03/research_notes/MI_CR_XGP_03_08_06_1.asp - 29k Summary: Despite technological advances, users are dissatisfied with customer relationship management (CRM) systems. Ambiguous terms do not provide the vocabulary for concrete action and measurable expectations. Thus, CRM is perceived to be about intangibles, and is approached with a let's-hope–for-the-best men

CRM, Success, and Best Practices: A Wake Up Call Part Two ...

by Glen S. Petersen ... It can define the implementation objective and guide management in understanding CRM implementation as a business strategy. Regardless ... http:/.../Research/ResearchHighlights/Crm/2004/10/research_notes/MI_CR_XGP_10_22_04_1.asp - 25k Summary: To maximize the return on investment of a customer relationship management system, a new CRM best practices model should be used. A point-based system, self-assessment model that emphasizes senior management leadership and the need to create a culture consistent with CRM can lead to a deployment strategy

Won’t Get Fooled Again: The 5 Worst Buzzwords in the CRM ...

... 4 CRM Success Going back to the beginning of SFA, there have been periodic surveys designed to define the percent of organizations that claim success from ... blog.technologyevaluation.com/blog/2007/12/18/the-5-worst-buzzwords-in-the-crm-industry-today/ - 36k - 2007-12-18

CRM 101 » The TEC Blog

... Something I read on selecting a CRM solution: “The best thing about this controversial acronym is the order of its elements: first, we must define who our ... blog.technologyevaluation.com/blog/2008/01/07/crm-101/ - 32k - 2008-01-07

Customer Relationship Management Strategies Part One: Changing ...

by Mike Holland and Trinh Abrell ... Use multiple metrics to gauge success and define and quantify your objectives ... Track your CRM performance not just through the project lifecycle but also over an ... http:/.../Research/ResearchHighlights/Crm/2005/02/research_notes/MI_CR_XMH_02_14_05_1.asp - 14k Summary: Mid-sized companies have the agility of small businesses, and are resource-rich enough to handle CRM implementation. However, without comprehensive planning, attainable objectives, metrics, and check points mid-sized companies will not realize success and full potential from their CRM system.

CRM, Success, and Best Practices: A Wake Up Call Part One ...

by Glen S. Petersen ... of its position relative to the deployment of CRM. The next article will introduce the reader to the framework for the model and will define its sections. ... http:/.../Research/ResearchHighlights/Crm/2004/10/research_notes/MI_CR_XGP_10_21_04_1.asp - 23k Summary: Customer relationship management is a sophisticated set of customer-facing tools; however, its technology has outpaced the management strategy used to implement it. Moreover, murky definitions and objectives have caused varying degrees of success and failure to emerge from the same initiative. Clearly de

RTI's CRM Applications Rivals The Major League Providers

by Kevin Ramesan ... CRM implementations and why the mid-market customers are so reluctant to CRM adoption ... their views by selecting the fields to be displayed and to define the sort ... http:/.../Research/ResearchHighlights/Crm/2003/08/research_notes/VN_CR_KR_08_15_03_1.asp - 12k Summary: Founded in 1990, RTI Software is an Illinois CRM application provider with a feature- rich Enterprise solution targeting the software and hardware industry and expanding to other industries with similar requirements in service, helpdesk, sales and marketing. Recently TEC interviewed Michel P.Mallen, RTI

Difficult Conversations: Discussing CRM with Your CEO Part Two ...

by Glen S. Petersen ... you define loyalty? Which metrics would measure whether the organization possesses these attributes or at what level? For the purposes of this paper, CRM will ... http:/.../Research/ResearchHighlights/CRM/2006/11/research_notes/MI_CR_XGP_11_24_06_1.asp - 22k Summary: A customer relationship management (CRM) system's potential can be lost if the chief executive officer (CEO) doesn't play a continuous role in its implementation—especially when it comes to pain management, the operational relevance of CRM, and potential impediments.