CRM KIT CONTENTS
An outstanding introduction for both beginners and seasoned practitioners.
This is a unique template to help define service level requirements
The key guidance points for Customer Relationship Management distilled into a ready reference.
A comprehensive and detailed template for a service level agreement.
A formal contract for a service level agreement
A detailed introduction to using ITIL for service management.
Strategy and process document for the adoption of CRM
Excel based questionnaire and reporting using ITIL
Reference and fact sheets to explain the six sigma approach
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The CRM Best Practice Kit
Comprising all the items described on this web site!
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Customer Relationship Management. The CRM Solution
CRM is nothing short of a strategy which places CUSTOMERS in a pivotal position for the organization. It changes the focus of the organization to better exploit its key relationship with customers, to significant advantage for BOTH parties.
However, embracing Customer Relationship Management is often easier said than done. Of course it requires commitment, but also needs an understanding and knowledge of the concepts and successful and proven practices. Equally, a framework of tools can prove to be invaluable in terms of ensuring accuracy and saving time/resources.
THE CRM BEST PRACTICE KIT
This toolset is designed not only to save you time, effort and resources, but to set your organization on the right CRM track. It includes items which will not only provide templates for successful CRM, but pro-actively explain the processes and objectives of different disciplines.
Each item included is of the highest quality, tailor made to cover a different aspect or issue. Included are presentations, guidelines, questionnaires, reference sheets: a wide range of materials and documents specifically designed to introduce and take you through the CRM implementation process. Unless otherwise stated, each element is provided in MS-Word format for both flexibility and ease of use.
The kit includes the following:
A CRM INTRODUCTORY PRESENTATION
This is a superbly illustrated 63 foil presentation which introduces the key concepts and ideas behind successful CRM. It is ideal for both personal awareness or group workshop training.
DEFINING SERVICE LEVEL REQUIREMENTS
Defining and understanding the customers service level requirements is almost a pre-requisite to moving forward. This is an excellent pre-written template designed to help ensure that all the necessary issues are covered and covered properly.
THE CRM REFERENCE SHEETS
This is a 'ready reference' overview of CRM. Clear issues and points described concisely, forming a very useful roadmap document.
SERVICE LEVEL AGREEMENT AND CONTRACT
This is a template / blue-print for a formal contract for a service level agreement. It embraces everything from scope and management, to duration and responsibilities.
Also included is a comprehensive Service Level Agreement template covering the whole gamut of issues.
CRM GOVERNANCE USING ITIL
This 67 page document provides a comprehensive introduction to service management using the widely used ITIL protocol and disciplines
A BLUE PRINT CRM IMPLEMENTATION PLAN
This document provides nothing less than a high level strategy for the adoption of CRM for an organization, including the various architectures and processes.
ASSESSMENT, AUDIT & METRIC KIT
This Excel based spreadsheet is designed to enable multiple people to respond to questions covering a range of management issues. A variety of reports are produced, again aligned with the well known ITIL protocol.
BONUS: THE SIX SIGMA REFERENCE SHEETS
Similar to the CRM reference sheets, these distill the Six Sigma Methodology into clear points for reference. It is another excellent roadmap document for CRM practitioners
PURCHASE THE CRM BEST PRACTICE KIT
We are delighted to be able to offer all these components within the definitive CRM Best Practice Kit for just $199. To download direct to your PC, please visit our CRM Purchasing Page.
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