Home          Courses           Consultancy         What We Do         Partners          Publications      Contact Us

Publications

Please see below for the contents of this updated 88 page report and contact us at postmaster@mecservices.co.uk for details on how to purchase your printed copy (UK Price £47 + VAT). 

Alternatively, the report can also be downloaded immediately (in Acrobat .pdf form) through our partners - email us postmaster@mecservices.co.uk for the web address.

The MEC Business Guide to CRM

  Contents

Section 1: Introduction

• Section Topics

• Guide Objectives

• What's New in this Version?

• What is CRM?

• Why Do Customers Deserve Special Treatment?

• History of CRM

• Security and Trust

• Section Summary
  

Section 2: Case Studies - Why Organisations Implement CRM

• Section Topics

• Introduction

• Research Methodology

• Business Needs

• Business Benefits

• Conclusions

• Section Summary
  

Section 3: Crafting the CRM Strategy

• Section Topics

• The CRM Six-Step Process

• Crafting the CRM Business Strategy

• Measuring the Return on Investment (ROI)

• Potential Problem Areas for CRM

• Section Summary
  

Section 4: Preparing the Organisation

• Section Topics

• Establishing a CRM Project Team

• Managing the Change Process

• Examining the Culture

• Have We Got the Right People?

• Getting The Buy-In

• Changing and Automating Processes

• Section Summary
  

Section 5: Selecting the System

• Section Topics

• Preparing the Functional Specification / ITT

• Choosing a Supplier

• How Much Will A CRM System Cost?

• Section Summary
  

Section 6: Implementing the Technology

• Section Topics

• Selecting a Suitable Pilot

• The Importance of Quick Wins

• Integrating the Technology

• Section Summary
  

Section 7: Practising the CRM Art

• Section Topics

• The CRM Virtuous Circle

• Opening the Communication Channel

• What Should We Be Talking About?

• Profiling, Segmenting, Relationship Building and Analysing

• From Understanding to Action

• Measuring the Results of CRM

• Continuous Improvement

• Section Summary
  

Section 8: CRM and Call Centres

• Section Topics

• Using Call Centres

• Outsourcing CRM

• Section Summary
  

Section 9: Conclusions

Appendix A: Functionality of CRM Systems

• General Features

• Specific Features
  

Appendix B: CRM System Suppliers

Appendix C: Calculating ROI for a CRM Project

• Quantitative or Qualitative Measures

• Calculation methods and Approaches

• Sample Calculation
  

Appendix D: About MEC Services Ltd.

• Who are we?

• How MEC can be of value to you
  

Appendix E: CRM for the Smaller Business

Appendix F: Sample Metrics

Appendix G: Sample CRM Business Case Outline

Appendix H: Disclaimer

Appendix I: References and Notes

Top