CRM Management Research
Benchmarks for Excellence in Account Management
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Non-members: Click here to review a complimentary excerpt from "Benchmarks for Excellence in Account Management"
Study Overview
In today’s fast changing, competitive and complex market, account management presents tremendous opportunities and challenges to many multi-product and multi-business corporations... (ID 4714)
Companies Profiled: Abbott Laboratories, Baxter Healthcare, Boston Scientific, CenterStone Technologies, more ...
Price: $1362.00
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Long-Term CRM Success: Managing Expectations
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Global teams focused on improving customer relationships often develop high-level initiatives that risk complications and failure on the individual country level... (ID 4243)
Companies Profiled: Sanofi-aventis, Eli Lilly, U.S. Department of Veteran's Affairs
Price: $34.95
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Long-Term CRM Success: Knowledge Management
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As companies seek to expand their CRM and Internet strategies, they must use the strategies of knowledge management to drive their efforts... (ID 4237)
Companies Profiled: Skandia, Xerox
Price: $27.95
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CRM Implementation: Testing the System
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Practices in this document include: Testing new systems on a pilot group of customers before complete implementation to guide programs and minimize mistakes... (ID 4220)
Companies Profiled: Lands' End, Sanofi-aventis
Price: $22.95
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CRM Implementation: Building Buy-In
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Practices in this document focus on tactics for building buy-in for CRM initiatives... (ID 4219)
Companies Profiled: Lands' End, Sanofi-aventis
Price: $22.95
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CRM Structure: Establish Customer Advisory Boards
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Customer advisory boards and councils are critical to maintaining customer focus when setting strategy and planning activities... (ID 4239)
Companies Profiled: Sanofi-aventis, U.S. Department of Veteran's Affairs
Price: $9.95
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Long-Term CRM Success: Employee Incentives
| Companies that compensate employees relative to their overall customer satisfaction levels emphasize the importance of providing world-class customer service throughout the entire organization... (ID 4238)
Companies Profiled: PSEG, U.S. Department of Veteran's Affairs, AT&T, Harris Corporation
Price: $9.95
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CRM Management: Appoint a CRM Champion
| Companies with exceptional customer loyalty share a common denominator: Customer-focused cultures inspired by dedicated leaders, who affirm customer-orientation as a fundamental operating value... (ID 4222)
Companies Profiled: PSEG, AAA, Lands' End, U.S. Department of Veteran's Affairs
Price: $9.95
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CRM Management: Creating a Cross-Functional Approach
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Practices in this document include: Developing a global, cross-functional team to build customer-focused initiatives and buy-in across all business units... (ID 4218)
Companies Profiled: Eli Lilly, Sanofi-aventis, PSEG
Price: $9.95
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