Driving leadership and innovation: Performance Driven CRM. (Media Bites).

Customer relationship management (CRM) doesn't just happen. To be successful, an organization must have an appropriate CRM vision, strategy, action plan and implementation. Even with these pieces in place, success may still be fleeting. An organization needs a mechanism or strategy to measure, monitor and manage performance driven CRM. That is what performance driven CRM, and this book, is about. Performance Driven CRM: How to make your customer relationship management vision a reality explains how to apply a CRM scorecard approach to customer care initiatives and provides the tools and techniques to help make a company's vision of CRM an ongoing reality. This guide also explains the following:

* How to foster a cycle of continuous improvement through your CRM vision;

* How to identify when customer expectations change and how to respond to the change;

* The three critical performance programs necessary to ensure enterprise-wide CRM; and

* Practical, hands on and proven tools for measuring and monitoring CRM initiatives.

The book includes a number of case studies and best practices from organizations including FedEx, Marriott, DuPont, Honeywell, Nortel Networks, Capital One, Radio Shack and Sears.

By Stanley A. Brown and Moosha Gulycz. Published by John Wiley & Sons Canada, Ltd. For more information visit www.wiley.ca.