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CRM Evaluation Center
Nov 23, 2009
Today's usage of Decision Support Systems (DSS), combined with vetted CRM knowledge bases, allows organizations to save time and money, achieving better and more reliable/fully-documented decisions, a quantum improvement over the widely-used subjective process of selecting complex enterprise software...
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CRM, Success, and Best Practices: A Wake Up Call Part One: Searching and Establishing the Business Parameters of CRM (7 Pages)
by Glen S. Petersen
Oct 21, 2004
Abstract : 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 defining the objective, implementing holistic best practices, and ensuring that senior management understands CRM as a business strategy can help maximize a CRM investment.
Type: Article
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CRM: The Truth, The Whole Truth And Nothing But The Truth(For A Change) (7 Pages)
by Dick Lee/Caribou Lake
Feb 15, 2003
Abstract : Finding out the true facts about what makes CRM tick and how fast it circles the ROI clock—if it indeed reaches ROI-has long frustrated potential CRM implementers looking for answers. And getting good answers really matters, because their only alternative to being forewarned may be leaping into enterprise-wide, mega-bucks, change management-laden CRM implementations—and testing the depth of the water with both feet. For the first time, there are statistically-based, substantive answers to many questions about CRM.
Type: Article
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Comparison of ERP and CRM Markets' Life cycle Snapshots (5 Pages)
by P.J. Jakovljevic
Jan 31, 2004
Abstract : Today's enterprise applications are required as a matter of course to address more than the processes taking place within the walls of an enterprise. Almost all traditional ERP vendors (small and big alike) had to experience a wake-up call and have long been trying to expand their product offering in tune with the ever-changing trends and requirements of the new collaborative economy. The need for providing a full, comprehensive CRM suite rather than an individual solution or a bundle of point solutions for each distinct CRM area remains firm, and will urge further market consolidation.
Type: Article
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CRM: Creating a Credible Business Case and Positioning It with the CEO Part Two: Linking CRM with Organizational Direction (6 Pages)
by Glen Petersen
Nov 9, 2004
Abstract : An effective business case must link CRM with achieving organizational objectives; but this step is just the beginning. Credibility implies that the document clearly delineates assumptions regarding cause and effect plus the mechanism that will be used to assess results and declare success.
Type: Article
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Comparing On Demand Customer Relationship Management Service Alternatives (5 Pages)
by Jim Berkowitz
Dec 5, 2005
Abstract : Customer relationship management (CRM) functionality can fall into four categories: core functionality; non-core functionality; vertical, industry-specific features; and accounting-related features. When evaluating and selecting a CRM solution, enterprises must be aware of the potential issues associated with functions and features that are not part of core CRM functionality.
Type: Article
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CRM, Success, and Best Practices: A Wake Up Call Part Two: Modeling Success with Senior Management and CRM Culture (8 Pages)
by Glen S. Petersen
Oct 22, 2004
Abstract : 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 that is correlated with success. An interactive version of this assessment is included with this article.
Type: Article
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CRM Application Users are Key to Project Success (5 Pages)
by Kevin Ramesan
Jan 25, 2003
Abstract : When implementing a CRM application, consulting firms, vendors, and end users rarely pay enough attention to the important issues of user training and change management.
Type: Article
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CRM ROI: Creating a Business Case (5 Pages)
by Tom Pisello
Jul 23, 2004
Abstract : Companies need to implement serious yardstick work when seeking to evaluate CRM-software investments. This involves creating a cost-benefit analysis, determining the tangible and intangible benefits, and the risks involved with CRM implementation.
Type: Article
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Why CRM Is So Hard and What To Do About It: Data is key to making CRM work (3 Pages)
by Barry Briggs
Dec 25, 2002
Abstract : Making a CRM investment work is a two-step process that begins with unifying disparate systems by creating and managing standardized, reusable business definitions mapped to the different CRM system schemas throughout the organization.
Type: Article
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