The study was initiated at the request of clients and partners so that they may better understand the cultural and organizational changes that must accompany CRM technology investments. The consortium will examine how top companies manage organizational change in building a customer-centric organization, as well as implementing and evaluating large-scale CRM initiatives. Consortium sponsors will have the opportunity to shape the project and discover best practices across four key areas:
- Risk Management: Maximizing Return-On-Investment (ROI) and managing the risks associated with million-dollar technology investments.
- Customer-Centric Culture: Developing employees who value customer relationships and leveraging the latest technology to strengthen customer relationships.
- Building Customer Loyalty: Prioritizing CRM initiatives to build customer loyalty, maximize customer lifetime value and retain new customer segments.
- Performance Measurement: Identifying the metrics needed to demonstrate the value of customer-centric initiatives and identify areas for improvement.
"Our study will examine next-generation CRM implementation," commented Best Practices, LLC project manager Adam Bianchi. "The first generations of CRM implementation were obsessed with technology, and many of these early initiatives failed. This next generation understands the importance of rebuilding the entire organization around its customers, and realizes that technology is only the first step in building a customer-centric organization."
Sponsors will benefit from participation by attaining information and exclusive research; helping to shape the study topics and target companies; networking with colleagues, industry professionals and best-in-class organizations; receiving free reports containing CRM trends, implementation roadmaps and case studies; and CRM implementation assessment tools. Additionally, consortium sponsors will have the opportunity to benchmark their customer-centric capabilities against the world's top organizations. Consortium sponsors will also discover the best business practices that will enable them to propel their organizations to best-in-class performance.
Interested parties can download the white papers and receive information about the project at Proposal for Consortium Research Study.
Based in Chapel Hill, North Carolina, Best Practices LLC is business research and Internet content provider. The company is based on the principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics, and winning strategies of world-class companies. Clients include Fortune 500 companies and worldwide corporations.