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Documents related to » glen petersen


A Lexicon for Customer Relationship Management Success
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 mentality.

GLEN PETERSEN: customer relationship management, CRM, sales force automation, SFA, return on investment, ROI, senior management, strategy, Glen Petersen.
9/29/2008

Working Toward Truly Strategic Partnerships
If good partnerships seem to be a rarity, true and lasting relationships that benefit both parties are downright unique. How to avoid a Barney relationship and create a partnership that really works!

GLEN PETERSEN: strategic partnerships, common interest, complementary support, synergy, communication, respect, trust, enterprise resource planning, ERP, supply chain management, SCM.
12/23/2005

Difficult Conversations: Positioning Your CEO in a CRM ImplementationPart One: Sources of Misconception and Faulty Assumptions
For a successful customer relationship management (CRM) implementation, the chief executive officer (CEO) must have an ongoing role in the process. The project implementer must be aware of common CRM misconceptions, and communicate the nature of CRM to c-level management.

GLEN PETERSEN: CRM implementation, CEO, CIO, implementation process, operational strategy, prioritization, implementation.
11/23/2006

What Drives Profitability
Growing customer sophistication and lifetime value means managing customer behavior is key to long-term profitability. Customer profitability and customer behavior metrics enable an organization to create alignment within the go to market process, while other metrics aid in decision-making.

GLEN PETERSEN: customer relationship management, CRM, metrics, performance, drivers, sales, marketing, strategic, tactical, go to market, process, behavior.
3/21/2006

Difficult Conversations: Discussing CRM with Your CEOPart Two: Elements of the Discussion
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.

GLEN PETERSEN: CRM system, CEO, implementation, business opportunity, competitive performance, deployment, initiative, customer profitability, CRM applications, CRM terminology, competitive advantage.
11/24/2006

You Say RFI, I Say Riffy: Why You and Your Vendor Need to Speak the Same Language » The TEC Blog


GLEN PETERSEN: RFIs, RFPs, Software Selection, vendor speak, TEC, Technology Evaluation, Technology Evaluation Centers, Technology Evaluation Centers Inc., blog, analyst, enterprise software, decision support.
17-01-2008

Ask the Experts: What’s the Difference between ASP and SaaS? » The TEC Blog


GLEN PETERSEN: application server provider, asp, multitenant, on demand, SaaS, Software as a Service, TEC, Technology Evaluation, Technology Evaluation Centers, Technology Evaluation Centers Inc., blog, analyst, enterprise software, decision support.
01-10-2010

Sales Force Performance
Understanding market drivers is key to managing customer behavior. To do this, organizations must state and qualify their assumptions about the real drivers of sales performance. An improvement strategy can then be created, and with integrated budgets, success metrics, etc.

GLEN PETERSEN: customer relationship management, CRM, metrics, performance, drivers, sales, marketing, strategic, tactical, go to market, process, sales force, behavior.
3/22/2006

Won’t Get Fooled Again: The 5 Worst Buzzwords in the CRM Industry Today » The TEC Blog


GLEN PETERSEN: CRM, CRM buzzwords, customer relationship management, technobabble, vendorspeak, TEC, Technology Evaluation, Technology Evaluation Centers, Technology Evaluation Centers Inc., blog, analyst, enterprise software, decision support.
18-12-2007

Architecture-Centered Information Systems In The Manufacturing Domain - Part III - Steps in the Architecture Process
Architecture bridges the semantic gap between the requirements and software. Application software systems must be architected in order to deal with the current and future needs of the business organization. Managing software projects using architecture–centered methodologies must be an intentional step in the process of deploying information systems – not an accidental by–product of the software acquisition and integration process.

GLEN PETERSEN:
9/11/2002

CRM: What Is It and Why Do It?Part One: Historical Background
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 an end user organization should invest significant resources to pursue such an initiative.

GLEN PETERSEN: customer relation management, customer relations management, customer relationship, customer relationship management, customer relationship management activities, customer relationship management application, customer relationship management applications, customer relationship management article, customer relationship management association, customer relationship management at, customer relationship management benefits, customer relationship management best practices, customer relationship management companies, customer relationship management consultant, customer relationship management .
11/8/2004


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