Customer relationship management systems: ROI and results measurement
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Downers Grove, IL
Strategic Sales Performance
1998
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| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | 161 S. graph. Darst. |
| ISBN: | 0966935101 |
Staff View
MARC
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| 264 | 1 | |a Downers Grove, IL |b Strategic Sales Performance |c 1998 | |
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| 650 | 4 | |a Customer services |x Management | |
| 650 | 4 | |a Rate of return | |
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Table of Contents
PREFACE 8
A MATCHLESS POTENTIAL 10
System Boundaries 12
Customer Centric Model 13
A Model For Justification 14
Continuous Improvement 15
THE VALUE CHAIN MODEL 17
A Value Chain Perspective 17
Value 19
A Process Perspective 21
Supply Chain Management 23
Relevant Technologies 25
Developing A Strategy 27
THE JUSTIFICATION DILEMMA 30
PLANNING PROCESSES AND BUDGETS 33
Key Planning Processes 33
Leveraging The Planning Processes 34
STRATEGIC INITIATIVES AND GAP ANALYSIS 38
Identifying The Gaps 38
Identifying Key Strategies 39
Establishing the Base Line 44
SENIOR MANAGEMENT PERSPECTIVE 45
Focus On The Numbers 45
The Value of Bellwether Numbers 46
P SALES PERFORMANCE DATA 47
What Data Is Available Today 47
I What Data Does The Organization Need? 47
Utilization of Time 48
Opportunity Management 48
Lead Management 49
; Managing Improvement 50
TIME ALLOCATION 51
5
Establishing Face Time 51
Defining The Total Day 52
Calculation of Days Worked 54
Time Allocation: An Example 55
THE SALES PROCESS 56
A Generic Model 56
Territory Planning 57
Pre sale and Sell Phase 57
Post Sale, Relationship, and Review Stages 61
PROCESS ANALYSIS 63
Identifying Sub Processes 63
Process Analysis 66
CONTINUOUS IMPROVEMENT 71
The Basic Techniques 71
Cause Effect (Fishbone) Analysis 74
Statistical Control 76
Potential Applications of Statistical Control 80
Success Stories 81
TOTAL COSTS 85
The Needs Assessment 85
Change Management 86
System Design and Development 86
Pilot Preparation 87
Pilot Operation 89
Modification of Systems/Services 90
Ramp Up For the Rollout 90
Execute Rollout 92
Post Rollout Review 92
On going Maintenance 93
BUILDING THE BUSINESS CASE 94
Defining Current Assumptions 94
The Linkage Starts 95
Areas of Leverage 98
Areas of Leverage 99
Other Areas of Leverage 1°4
Return on Assets 105
Estimating Improvement Levels 1°5
6
MANAGING RISK 107
The Pot Holes 108
Organizational Support 109
Automating Broken Processes 109
Vendor Selection 110
Cost Overruns 110
Reduced Benefits Ill
Return on Investment Ill
A Risk Management Methodology 113
PROJECT EVALUATION AND APPROVAL 116
The Time Value of Money 117
Evaluation Techniques 117
An Example 118
AN EXAMPLE 122
Investment 127
Return Calculations 127
Sensitivity Analysis 12a
After Tax Calculations 129
Revenue Growth Assumptions 129
PROVING THE CASE 130
Surveys 130
Identifying the Drivers 131
Cause Effect Definition or Drivers 131
Customer Retention and Relevant Costs 143
A ROAD MAP 145
Planning Cycles and Implementation 145
Identify Corporate Goals and Strategies.. 145
The Sales Process 145
Sub processes 146
Identify Applications and Costs 146
Create The Validation Strategy 146
The Recommendation 147
The Pilot 147
Post Installation Review 147
The Journey 148
APPENDIX 149
Assessing Readiness 149
7
BIBLIOGRAPHY 156
PROFESSIONAL ORGANIZATIONS 158
INDEX 159
|
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| illustrated | Illustrated |
| indexdate | 2024-07-09T18:34:02Z |
| institution | BVB |
| isbn | 0966935101 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-008711535 |
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| physical | 161 S. graph. Darst. |
| publishDate | 1998 |
| publishDateSearch | 1998 |
| publishDateSort | 1998 |
| publisher | Strategic Sales Performance |
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| spelling | Petersen, Glen S. Verfasser aut Customer relationship management systems ROI and results measurement Glen S. Petersen CRMS Downers Grove, IL Strategic Sales Performance 1998 161 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Customer relations Management Customer services Management Rate of return Sales management Automation Beziehungsmanagement (DE-588)4326109-7 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 s Beziehungsmanagement (DE-588)4326109-7 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008711535&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Petersen, Glen S. Customer relationship management systems ROI and results measurement Customer relations Management Customer services Management Rate of return Sales management Automation Beziehungsmanagement (DE-588)4326109-7 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4326109-7 (DE-588)4236865-0 |
| title | Customer relationship management systems ROI and results measurement |
| title_alt | CRMS |
| title_auth | Customer relationship management systems ROI and results measurement |
| title_exact_search | Customer relationship management systems ROI and results measurement |
| title_full | Customer relationship management systems ROI and results measurement Glen S. Petersen |
| title_fullStr | Customer relationship management systems ROI and results measurement Glen S. Petersen |
| title_full_unstemmed | Customer relationship management systems ROI and results measurement Glen S. Petersen |
| title_short | Customer relationship management systems |
| title_sort | customer relationship management systems roi and results measurement |
| title_sub | ROI and results measurement |
| topic | Customer relations Management Customer services Management Rate of return Sales management Automation Beziehungsmanagement (DE-588)4326109-7 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Customer relations Management Customer services Management Rate of return Sales management Automation Beziehungsmanagement Kundenmanagement |
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