CRM Reading Material

CRM Reading material for Managers. As a manager you need to start thinking customer centric. Enjoy our hand picked CRM reading material.

• The need for Change Management on CRM Journeys (SRD Group's CRM Transformational Change Cycle published on CustomerThink)
• Customer Experience Management - meet the basic expectations of customers, then create spiky experiences - (October 2007)
• Has CRM Come of Age - IT Brief July 2007 - 1.81meg pdf
• From Inside out to Outside in
• Relationship Management Case Study - The senior executives of a large electricity generator felt they could manage better the relationships they had with their key development stakeholders.
• Customer Service Surveys - if its not one thing, its another (July 2007)
• Business Growth - Find growth and profit from your customer base
• Seven CRM software mistakes to avoid
• The Human Dimention of CRM
• CRM Summit
• Effective CRM requires ERM
• Why organisations fail at attempts to change
• Marijo Puleo-CRM & Change
• Six steps to successful CRM
• Is CRM just linked to customer centricity?
• Principles for successful CRM implimentation
• You can't have CRM without ERM
• How not to use information on your customers
• Building Positive Customer Experiences
• Transformational Change Cycle
  • Transformational change cycle
  • Initiation phase-Transformational change cycle
  • Uncertainty phase-Transformational change cycle
  • Breakthrough phase-Transformational change cycle
  • Competence phase-Transformational change cycle