Download or read book Roi from Crm written by Brian K. Gardner and published by . This book was released on 2016-05-04 with total page 142 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this book, author Brian Gardner taps his decades of industrial sales experience to provide simple yet effective strategies for getting the most from customer relationship management. Learn how to approach CRM as a system for sharing and leveraging data throughout your business and to gain a competitive edge in the market with a revamped sales process and engaged team. With this book, you'll learn: Common reasons that CRM fails - and how you can avoid them Why CRM should be viewed as a revenue generator, not a cost Why limiting CRM to outside sales will cause you to miss out on half its value How to identify and fill gaps in your business using Gardner's results-driven Sales Process Review and CRM Roadmap Matrix How to break old habits and get your team on board with CRM The most critical time in the pursuit of sales is between the opportunity and quote stages - between the front and back ends of the sales cycle. Whether you already have CRM or are just starting on the journey, this book will give you the tools to successfully navigate the sales process from lead to close with CRM.

Download or read book Customer Relationship Management written by Jon Anton and published by . This book was released on 2002 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: This work recommends initiatives for improving customer service and managing change, describing methodologies geared toward building relationships through customer-perceived value instruments, monitoring customer relationship indices, and changing the corporate culture and the way people work. Anton is director of benchmark research at Purdue University's Center for Customer-Driven Quality. Petouhoff works in the private sector. Annotation copyrighted by Book News, Inc., Portland, OR.

Download or read book Marketing ROI written by James Lenskold and published by McGraw Hill Professional. This book was released on 2003-08-22 with total page 287 pages. Available in PDF, EPUB and Kindle. Book excerpt: ROI (Return on Investment) is today's key business tool for measuring how effectively money was spent--yet few marketing managers receive any ROI training at all. Marketing ROIchanges all that, showing marketing pros at every level how to use ROI and other financial metrics to support their strategic decision making. This comprehensive book details how an accurate working knowledge of ROI is essential for using the latest marketing measurements, and provides insights for gaining the greatest competitive advantage from the skilled use and understanding of ROI concepts.

Download or read book Drilling Down Turning Customer Data into Profits with a Spreadsheet written by Jim Novo and published by BookLocker.com, Inc.. This book was released on 2004-06-18 with total page 380 pages. Available in PDF, EPUB and Kindle. Book excerpt: I spend a lot of time in marketing-oriented discussion lists. If you do, you probably also sense the incredible frustration of people who keep asking about using their customer data to retain customers and increase profits. Everybody knows they should be doing it, but can't find out how to do it. Consultants and agencies make this process sound like some kind of "black magic", something you can't possibly do yourself. I disagree. I think the average business owner can do a perfectly decent job creating profiles and using them to retain customers and drive profits. Thus the book. The examples provided are Internet specific, but the methods can be used in any business where customer data is available. This book is about the down-and-dirty, nitty-gritty art of taking chunks of data generated by your customers and making sense of it, getting it to speak to you, creating insight into what types of marketing or general business actions you can take to make your business more profitable. We'll be talking about "action-oriented" ideas you can generate on your own to drive sales and profits, ideas that will reveal themselves by analyzing your own customer data, using only a spreadsheet. We have all heard how important it is to collect customer data, to "know" your customer. What I don't hear much about is what exactly you DO with all that data once you have collected it. How is it used? What exactly is Drilling Down into the data supposed to tell me, and what am I looking for when I get there? For that matter, what data should I be collecting and how will I use it when I have it? And how much is this process going to cost me? The following list outlines what you will learn and be able to do after reading the Drilling Down book: --What data is important to collect about a customer and what data is not --How to create action-oriented customer profiles with an Excel spreadsheet --How to use these profiles to plan marketing promotions --How to use these profiles to define the future value of your customers --How to use these profiles to measure the general health of your business --How to use these profiles to encourage customers to do what you want them to --How to predict when a customer is about to defect and leave you --How to increase your profits while decreasing your marketing costs --How to design high ROI (Return on Investment) marketing promotions How to blow away investors with predictions of the future profitability of your business Table of Contents Chapter 1: What's a Customer Profile? Chapter 2: Data-Driven Marketing - Customer Retention Basics Chapter 3: The Language of Data, The Science of Profit Chapter 4: Interactivity Changes the Rules of the Game Chapter 5: How to Build a Customer Profiling Spreadsheet Chapter 6: How to Profile (Score) Your Customers Chapter 7: Marketing Using Customer Scores - Basic Approach Chapter 8: Using Customer Characteristics and Multiple Scores Chapter 9: Watching Scores over Time - Customer LifeCycles Chapter 10: Customer Scoring Grids - Profiling on Steroids Chapter 11: Calculating and Using LifeTime Value in Promotions Chapter 12: Turning Profiles into Profits - the Staging Area Chapter 13: Turning Profiles into Profits - the Financial Model Chapter 14: Turning Profiles into Profits - Financial Tweaks Chapter 15: Measuring Success in Best Customer Promotions Chapter 16: Some Final Thoughts Seasonal Adjustments to Marketing Promotions Don't Fight Customer Behavior CRM Software and Customer Scoring Data-Driven Marketing Program Descriptions There's more! Automate the basic customer scoring process on large groups of customers. Use the software included free with this edition! Windows OS and MS Access and Excel required to run the software.

Download or read book ROI for a Customer Relationship Management Initiative at GST written by Mark Jeffery and published by . This book was released on 2017 with total page 10 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this return on investment (ROI) for customer relationship management (CRM) case scenario, students must calculate the ROI for analytic CRM enabled by an enterprise data warehouse. The case is based upon a real-life consulting engagement with a major Fortune 100 telecommunications company. In this case the executive management team's strategic objective is to grow the customer base by 5 percent annually by customer acquisition. The internal rate of return calculated from the data given in the case is more than 800 percent for one year, and sensitivity analysis shows this is a robust projection, suggesting it should be funded without question. However, the strategy of the firm is customer acquisition in an environment of high customer churn. As a result of these dynamics, the revenues and net income of the firm are actually decreasing by hundreds of millions of dollars each year. A better solution would realize that the executive team has the incorrect strategic objective. Customer acquisition is the wrong approach in an environment of high customer churn and executives should focus on customer retention and cross-sell and up-sell to high-value customers. The case discussion therefore takes students beyond CRM ROI to focuses on the key strategic concepts of customer relationship management. Students learn how to calculate return on investment (ROI) for analytic customer relationship management (CRM) initiatives. The case also discusses in detail the difference between operational CRM and analytic CRM. The case solution is relatively straightforward with a very good ROI. However, the true learning of the case is for students to understand the strategic context of analytic CRM and to question assumptions in any ROI model.

Download or read book Customer Relationship Management Systems written by Glen S. Petersen and published by . This book was released on 1998 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Maximizing ROI on Software Development written by Vijay Sikka and published by CRC Press. This book was released on 2004-10-28 with total page 280 pages. Available in PDF, EPUB and Kindle. Book excerpt: Maximizing ROI on Software Development explains how to execute best quality software development and testing while maximizing business value. It discusses Applied ROI in the context of methodologies such as Agile and Extreme Programming, and traditional methodologies including Six Sigma, the Capability Maturity Model (CMM ), Total Cost of Ownershi

Download or read book Return on Customer written by Don Peppers and published by Broadway Business. This book was released on 2005 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Explores the critical need to measure customers' long-term profitability and loyalty to identify the specific products and services that can increase the customer base and to assess the effectiveness of popular marketing techniques.

Download or read book CRM in Financial Services written by Bryan Foss and published by Kogan Page Publishers. This book was released on 2002 with total page 724 pages. Available in PDF, EPUB and Kindle. Book excerpt: Packed with international case studies and examples, the book begins with a detailed analysis of the state of CRM and e-business in the financial services globally, and then goes on to provide comprehensive and practical guidance on: making the most of your customer base; systems and data management; risk and compliance; channels and value chain issues; implementation; strategic implications.

Download or read book CRM Unplugged written by Philip Bligh and published by John Wiley & Sons. This book was released on 2004-05-18 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Building and maintaining a customer-centered enterprise cost-effectively is a hot topic and key business issue. This book provides the definitive work on how to derive return from investment. It shows readers strategies for successful CRM implementation into a company, and how to achieve a good ROI through CRM, and also details best practices.

Download or read book Accelerating Customer Relationships written by Ronald S. Swift and published by Prentice Hall Professional. This book was released on 2001 with total page 524 pages. Available in PDF, EPUB and Kindle. Book excerpt: Preface Corporations that achieve high customer retention and high customer profitability aim for: The right product (or service), to the right customer, at the right price, at the right time, through the right channel, to satisfy the customer's need or desire. Information Technology—in the form of sophisticated databases fed by electronic commerce, point-of-sale devices, ATMs, and other customer touch points—is changing the roles of marketing and managing customers. Information and knowledge bases abound and are being leveraged to drive new profitability and manage changing relationships with customers. The creation of knowledge bases, sometimes called data warehouses or Info-Structures, provides profitable opportunities for business managers to define and analyze their customers' behavior to develop and better manage short- and long-term relationships. Relationship Technology will become the new norm for the use of information and customer knowledge bases to forge more meaningful relationships. This will be accomplished through advanced technology, processes centered on the customers and channels, as well as methodologies and software combined to affect the behaviors of organizations (internally) and their customers/channels (externally). We are quickly moving from Information Technology to Relationship Technology. The positive effect will be astounding and highly profitable for those that also foster CRM. At the turn of the century, merchants and bankers knew their customers; they lived in the same neighborhoods and understood the individual shopping and banking needs of each of their customers. They practiced the purest form of Customer Relationship Management (CRM). With mass merchandising and franchising, customer relationships became distant. As the new millennium begins, companies are beginning to leverage IT to return to the CRM principles of the neighborhood store and bank. The customer should be the primary focus for most organizations. Yet customer information in a form suitable for marketing or management purposes either is not available, or becomes available long after a market opportunity passes, therefore CRM opportunities are lost. Understanding customers today is accomplished by maintaining and acting on historical and very detailed data, obtained from numerous computing and point-of-contact devices. The data is merged, enriched, and transformed into meaningful information in a specialized database. In a world of powerful computers, personal software applications, and easy-to-use analytical end-user software tools, managers have the power to segment and directly address marketing opportunities through well managed processes and marketing strategies. This book is written for business executives and managers interested in gaining advantage by using advanced customer information and marketing process techniques. Managers charged with managing and enhancing relationships with their customers will find this book a profitable guide for many years. Many of today's managers are also charged with cutting the cost of sales to increase profitability. All managers need to identify and focus on those customers who are the most profitable, while, possibly, withdrawing from supporting customers who are unprofitable. The goal of this book is to help you: identify actions to categorize and address your customers much more effectively through the use of information and technology, define the benefits of knowing customers more intimately, and show how you can use information to increase turnover/revenues, satisfaction, and profitability. The level of detailed information that companies can build about a single customer now enables them to market through knowledge-based relationships. By defining processes and providing activities, this book will accelerate your CRM "learning curve," and provide an effective framework that will enable your organization to tap into the best practices and experiences of CRM-driven companies (in Chapter 14). In Chapter 6, you will have the opportunity to learn how to (in less than 100 days) start or advance, your customer database or data warehouse environment. This book also provides a wider managerial perspective on the implications of obtaining better information about the whole business. The customer-centric knowledge-based info-structure changes the way that companies do business, and it is likely to alter the structure of the organization, the way it is staffed, and, even, how its management and employees behave. Organizational changes affect the way the marketing department works and the way that it is perceived within the organization. Effective communications with prospects, customers, alliance partners, competitors, the media, and through individualized feedback mechanisms creates a whole new image for marketing and new opportunities for marketing successes. Chapter 14 provides examples of companies that have transformed their marketing principles into CRM practices and are engaging more and more customers in long-term satisfaction and higher per-customer profitability. In the title of this book and throughout its pages I have used the phrase "Relationship Technologies" to describe the increasingly sophisticated data warehousing and business intelligence technologies that are helping companies create lasting customer relationships, therefore improving business performance. I want to acknowledge that this phrase was created and protected by NCR Corporation and I use this trademark throughout this book with the company's permission. Special thanks and credit for developing the Relationship Technologies concept goes to Dr. Stephen Emmott of NCR's acclaimed Knowledge Lab in London. As time marches on, there is an ever-increasing velocity with which we communicate, interact, position, and involve our selves and our customers in relationships. To increase your Return on Investment (ROI), the right information and relationship technologies are critical for effective Customer Relationship Management. It is now possible to: know who your customers are and who your best customers are stimulate what they buy or know what they won't buy time when and how they buy learn customers' preferences and make them loyal customers define characteristics that make up a great/profitable customer model channels are best to address a customer's needs predict what they may or will buy in the future keep your best customers for many years This book features many companies using CRM, decision-support, marketing databases, and data-warehousing techniques to achieve a positive ROI, using customer-centric knowledge-bases. Success begins with understanding the scope and processes involved in true CRM and then initiating appropriate actions to create and move forward into the future. Walking the talk differentiates the perennial ongoing winners. Reinvestment in success generates growth and opportunity. Success is in our ability to learn from the past, adopt new ideas and actions in the present, and to challenge the future. Respectfully, Ronald S. Swift Dallas, Texas June 2000

Download or read book Customer Relationship Management written by V. Kumar and published by Springer Science & Business Media. This book was released on 2012-04-30 with total page 399 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy. This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today. It stresses developing an understanding of economic customer value as the guiding concept for marketing decisions. The goal of the book is to serve as a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM.

Download or read book Handbook of CRM written by Adrian Payne and published by Routledge. This book was released on 2012-07-26 with total page 464 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.

Download or read book Maximizing ROI on Software Development written by Vijay Sikka and published by CRC Press. This book was released on 2004-10-28 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: Maximizing ROI on Software Development explains how to execute best quality software development and testing while maximizing business value. It discusses Applied ROI in the context of methodologies such as Agile and Extreme Programming, and traditional methodologies including Six Sigma, the Capability Maturity Model® (CMM®), Total Cost of Ownership (TCO), and Product Line Models (PLM). The text discusses what is important in global terms and details how best to choose teams and partners, including outsourcers, and how to employ the latest tools and technologies. It provides models, metrics, and detailed case studies to improve current and future development projects, whether in house or outsourced, near shore or off-shore. The book offers perspectives on how quality improvement through software quality assurance (SQA) testing, planning, and execution is a powerful and effective route toward maximizing return on investment. Divided into seven chapters, this friendly and informative guide can be read quickly, then used as a reliable reference by team leaders and members. It begins by reviewing software development, tools, and methodologies, followed by an examination of how development, maintenance, and integration have become more complex and will continue to do so. The book discusses best practices for managing this complexity and explores the business case for maximizing ROI. The text then provides a comprehensive analysis of ROI from several perspectives, covering nomenclature, project success and failure, mathematics, processes, work products, and techniques. It details how to make global teams successful and how to evaluate Applied ROI implementation, and it includes case studies for wireless, enterprise, and CRM systems.

Download or read book How Not To F ck Up Artificial Intelligence CRM Systems written by Michael M Hudlow and published by Independently Published. This book was released on 2024-04-11 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Get ready, for the sequel! "How Not To F*ck Up - Artificial Intelligence & CRM Systems" is the game changer that will transform your comprehension of Artificial Intelligence in the corporate CRM landscape. Expanding on the triumph of the bestseller "How Not To F*ck Up A CRM System " this comprehensive guide takes an approach to tackle the complexities surrounding the proper integration of AI into CRM. This captivating book dives into the challenges and pitfalls that arise when merging AI and CRM. It reveals real life scenarios where professionals like yourself have encountered obstacles and wrestled with AI integration. Through these compelling case studies we empower you to learn from their experiences turning their difficulties into lessons for all of us. Together we'll examine these scenarios analyze setbacks and emerge with an understanding of how to conquer the AI CRM frontier. Our discussions extend beyond problematic intricacies - We shift gears to address a concern that should be on every professionals mind-the quest, for maximizing ROI by providing you with strategies and valuable insights to maximize the return, on your technology investments. Our focus is not just embracing AI for the sake of it. Rather ensuring that it brings in outcomes. All if you're not generating revenue why would you even bother with it right?

Download or read book Strategic Customer Management written by Adrian Payne and published by Cambridge University Press. This book was released on 2013-03-28 with total page 547 pages. Available in PDF, EPUB and Kindle. Book excerpt: The first textbook to integrate relationship marketing and CRM. Case studies from around the world connect theory with global practice.

Download or read book The Blueprint for CRM Success written by Dick Lee and published by . This book was released on 2002-12-01 with total page 118 pages. Available in PDF, EPUB and Kindle. Book excerpt: Results of a research study correlating CRM implementation practices with ROI outcomes.