Leadership & Culture

Data & Information Technology

People
Process
Manage the
Customer
Lifecycle
Value
Proposition
Development
Network
Development
(SCOPE)
Customer
Intimacy
Customer
Portfolio
Analysis
Primary
stages
Supporting
conditions
Customer
Information
Customers Back Office
Analytics
Marketing
Web & e-mail
Call centre
Field Sales
Partners
1. CRM VISION: Leadership, Market Position, Value Proposition
2. CRM STRATEGY: Objective, Segments, Effective Interaction
3. VALUED CUSTOMER
EXPERIENCE
Understand Requirements
Monitor Expectation
Satisfaction vs. Competition
Collaboration and Feedback
Customer Communication
4. ORGANIZATIONAL
COLLABORATION
Culture & Structure
Customer Understanding
People: Skills Competencies
Incentive and Compensation
Employee Communication
Partners & Suppliers
5. CRM PROCESSES: Customer Lifecycle, Knowledge Management
6. CRM INFORMATION: Data, Analysis, One View across Channel
7. CRM TECHNOLOGY: Applications, Architecture, Infrastructure
8. CRM METRICS: Value, Retention, Satisfaction, Cost to Serve