Customer Relationship Management CRM A Complete Guide - 2020 Edition
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About this ebook
Do you offer social media training services for clients? Can visitors and customers opt out of sharing personal information? How is a typical client engagement with your organization structured? When do they buy? Is crm worth it?
This easy Customer Relationship Management CRM self-assessment will make you the accepted Customer Relationship Management CRM domain leader by revealing just what you need to know to be fluent and ready for any Customer Relationship Management CRM challenge.
How do I reduce the effort in the Customer Relationship Management CRM work to be done to get problems solved? How can I ensure that plans of action include every Customer Relationship Management CRM task and that every Customer Relationship Management CRM outcome is in place? How will I save time investigating strategic and tactical options and ensuring Customer Relationship Management CRM costs are low? How can I deliver tailored Customer Relationship Management CRM advice instantly with structured going-forward plans?
There’s no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Customer Relationship Management CRM essentials are covered, from every angle: the Customer Relationship Management CRM self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Customer Relationship Management CRM outcomes are achieved.
Contains extensive criteria grounded in past and current successful projects and activities by experienced Customer Relationship Management CRM practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Customer Relationship Management CRM are maximized with professional results.
Your purchase includes access details to the Customer Relationship Management CRM self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria:
- The latest quick edition of the book in PDF
- The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
- The Self-Assessment Excel Dashboard
- Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
- In-depth and specific Customer Relationship Management CRM Checklists
- Project management checklists and templates to assist with implementation
INCLUDES LIFETIME SELF ASSESSMENT UPDATES
Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
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Customer Relationship Management CRM A Complete Guide - 2020 Edition - Gerardus Blokdyk
Customer Relationship Management CRM
Complete Self-Assessment Guide
The guidance in this Self-Assessment is based on Customer Relationship Management CRM best practices and standards in business process architecture, design and quality management. The guidance is also based on the professional judgment of the individual collaborators listed in the Acknowledgments.
Notice of rights
You are licensed to use the Self-Assessment contents in your presentations and materials for internal use and customers without asking us - we are here to help.
All rights reserved for the book itself: this book may not be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.
The information in this book is distributed on an As Is
basis without warranty. While every precaution has been taken in the preparation of he book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it.
Trademarks
Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book.
Copyright © by The Art of Service
http://theartofservice.com
service@theartofservice.com
About The Art of Service
The Art of Service, Business Process Architects since 2000, is dedicated to helping stakeholders achieve excellence.
Defining, designing, creating, and implementing a process to solve a stakeholders challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.
Unless you’re talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions.
Someone capable of asking the right questions and step back and say, ‘What are we really trying to accomplish here? And is there a different way to look at it?’
With The Art of Service’s Standard Requirements Self-Assessments, we empower people who can do just that — whether their title is marketer, entrepreneur, manager, salesperson, consultant, Business Process Manager, executive assistant, IT Manager, CIO etc... —they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.
Contact us when you need any support with this Self-Assessment and any help with templates, blue-prints and examples of standard documents you might need:
http://theartofservice.com
service@theartofservice.com
Included Resources - how to access
Included with your purchase of the book is the Customer Relationship Management CRM Self-Assessment Spreadsheet Dashboard which contains all questions and Self-Assessment areas and auto-generates insights, graphs, and project RACI planning - all with examples to get you started right away.
How? Simply send an email to
access@theartofservice.com
with this books’ title in the subject to get the Customer Relationship Management CRM Self Assessment Tool right away.
You will receive the following contents with New and Updated specific criteria:
•The latest quick edition of the book in PDF
•The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
•The Self-Assessment Excel Dashboard, and...
•Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
•In-depth specific Checklists covering the topic
•Project management checklists and templates to assist with implementation
INCLUDES LIFETIME SELF ASSESSMENT UPDATES
Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
Get it now- you will be glad you did - do it now, before you forget.
Send an email to access@theartofservice.com with this books’ title in the subject to get the Customer Relationship Management CRM Self Assessment Tool right away.
Purpose of this Self-Assessment
This Self-Assessment has been developed to improve understanding of the requirements and elements of Customer Relationship Management CRM, based on best practices and standards in business process architecture, design and quality management.
It is designed to allow for a rapid Self-Assessment to determine how closely existing management practices and procedures correspond to the elements of the Self-Assessment.
The criteria of requirements and elements of Customer Relationship Management CRM have been rephrased in the format of a Self-Assessment questionnaire, with a seven-criterion scoring system, as explained in this document.
In this format, even with limited background knowledge of Customer Relationship Management CRM, a manager can quickly review existing operations to determine how they measure up to the standards. This in turn can serve as the starting point of a ‘gap analysis’ to identify management tools or system elements that might usefully be implemented in the organization to help improve overall performance.
How to use the Self-Assessment
On the following pages are a series of questions to identify to what extent your Customer Relationship Management CRM initiative is complete in comparison to the requirements set in standards.
To facilitate answering the questions, there is a space in front of each question to enter a score on a scale of ‘1’ to ‘5’.
1 Strongly Disagree
2 Disagree
3 Neutral
4 Agree
5 Strongly Agree
Read the question and rate it with the following in front of mind:
‘In my belief,
the answer to this question is clearly defined’.
There are two ways in which you can choose to interpret this statement;
1.how aware are you that the answer to the question is clearly defined
2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.
A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.
After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the Customer Relationship Management CRM Scorecard on the second next page of the Self-Assessment.
Your completed Customer Relationship Management CRM Scorecard will give you a clear presentation of which Customer Relationship Management CRM areas need attention.
Customer Relationship Management CRM
Scorecard Example
Example of how the finalized Scorecard can look like:
Customer Relationship Management CRM
Scorecard
Your Scores:
BEGINNING OF THE
SELF-ASSESSMENT:
Table of Contents
About The Art of Service8
Included Resources - how to access8
Purpose of this Self-Assessment10
How to use the Self-Assessment11
Customer Relationship Management CRM
Scorecard Example13
Customer Relationship Management CRM
Scorecard14
BEGINNING OF THE
SELF-ASSESSMENT:15
CRITERION #1: RECOGNIZE16
CRITERION #2: DEFINE:28
CRITERION #3: MEASURE:45
CRITERION #4: ANALYZE:59
CRITERION #5: IMPROVE:76
CRITERION #6: CONTROL:93
CRITERION #7: SUSTAIN:106
Customer Relationship Management CRM and Managing Projects, Criteria for Project Managers:134
1.0 Initiating Process Group: Customer Relationship Management CRM135
1.1 Project Charter: Customer Relationship Management CRM137
1.2 Stakeholder Register: Customer Relationship Management CRM139
1.3 Stakeholder Analysis Matrix: Customer Relationship Management CRM140
2.0 Planning Process Group: Customer Relationship Management CRM142
2.1 Project Management Plan: Customer Relationship Management CRM144
2.2 Scope Management Plan: Customer Relationship Management CRM146
2.3 Requirements Management Plan: Customer Relationship Management CRM148
2.4 Requirements Documentation: Customer Relationship Management CRM150
2.5 Requirements Traceability Matrix: Customer Relationship Management CRM152
2.6 Project Scope Statement: Customer Relationship Management CRM154
2.7 Assumption and Constraint Log: Customer Relationship Management CRM156
2.8 Work Breakdown Structure: Customer Relationship Management CRM158
2.9 WBS Dictionary: Customer Relationship Management CRM160
2.10 Schedule Management Plan: Customer Relationship Management CRM163
2.11 Activity List: Customer Relationship Management CRM165
2.12 Activity Attributes: Customer Relationship Management CRM167
2.13 Milestone List: Customer Relationship Management CRM169
2.14 Network Diagram: Customer Relationship Management CRM171
2.15 Activity Resource Requirements: Customer Relationship Management CRM173
2.16 Resource Breakdown Structure: Customer Relationship Management CRM175
2.17 Activity Duration Estimates: Customer Relationship Management CRM177
2.18 Duration Estimating Worksheet: Customer Relationship Management CRM179
2.19 Project Schedule: Customer Relationship Management CRM181
2.20 Cost Management Plan: Customer Relationship Management CRM183
2.21 Activity Cost Estimates: Customer Relationship Management CRM185
2.22 Cost