CRM. A Guide to Marketing, Sales, and Service Transformation

Abstract

The purpose of this report is to share some of the major trends occurring in the CRM marketplace. The document is divided into three sections. First, we deliver the results of a recent survey of 225 firms that engaged in the process over the past year. Next, we present a structured approach for how to manage your initiative to maximize your chances of success. In the final section, we profile seven firms that, by adopting the principles of CRM, are changing the way the game is played in their industries. By deciding to focus on your marketing, sales and service challenges, your organization is already headed in the right direction. The insights contained in this report will assist you in turning your efforts into successful action.