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White Papers
The Financial Realities of CRM: A Guide to Best Practices, TCO and ROI The Yankee Gp, Sept 2004
If you're a small or medium-sized business thinking about investing in CRM solutions to give yourself a competitive edge, get this latest report from The Yankee Group. With this guide, gain insight into issues you need to consider before purchasing and implementing a CRM solution.
Here's what you will learn:
- The new approach to evaluating CRM options based on your needs
- A framework for measuring the Total Cost of Ownership (TCO) of a CRM solution
- TCO results from Kingstone's survey including hosted and licensed options
- How to link your CRM initiative with business performance to measure return on value.
- How to measure CRM return on investment (ROI) using Key Performance Indicators
- Yankee Group's recommendations on CRM vendor selection and implementation
Author: Sheryl Kingstone, CRM Strategies Program Manager, The Yankee Group
Who should read: CRM project managers and business managers evaluating CRM solutions.
CAN CRM REALLY WORK FOR MID SIZED COMPANIES?
The Hewson Gp, June 2005
This interesting white paper from the Hewson Group challenges companies in the small to mid size space. Essential reading.
WIN NEW CUSTOMERS
Business Agility Series 2005
Competition is tough. Today's top organizations are more nimble and better equipped to win new customers. How is your company going to win more customers as each customer relationship becomes more valuable? With this CRM spotlight from Maximizer Software's Business Agility Series (Report I), understand how to adopt a Four-Phase process using sales best practices to boost your bottom line and remain competitive, including:
- Walking away from the losing propositions while focusing your sales time on qualified opportunities
- Creating a win-win situation for your sales staff and your customer
- Identifying buyer motivations and building credibility
- Critical skills required for sales people to compete in today's world
Who should read: Sales managers and executives seeking to improve sales effectiveness
BUSINESS INTELLIGENCE
Business Agility Series 2005
Creating actionable business intelligence is a key success factor for any company wanting to boost their performance to new levels. Companies of all sizes face cut-throat competition and need every tool they can get their hands on to increase marketing efficiency, improve sales effectiveness, and strengthen customer relationships in a cost-effective way.
With this CRM spotlight from Maximizer Software's Business Agility Series (Report II), learn how to create actionable business intelligence with a customer relationship management (CRM) solution and be empowered to:
- Make informed decisions about which marketing campaigns work best
- Quantify performance of sales representatives and coach them by determining specific areas where improvements are needed
- Increase customer retention
- Determine the best ways to cross-sell and up-sell existing customers
- Capture customer insights into how products and services can be enhanced and create a feedback loop for customers
Who should read: Business managers and executives seeking to improve the bottom line performance of their business.