1. Creating your organization's CRM Strategy Map 2. Selecting and prioritizing strategic CRM metrics 3. Cascading strategic CRM metrics throughout your organization 4. Selecting and implementing a CRM performance intelligence portal 5. Institutionalizing strategic CRM performance measurement 6. Reengineering CRM processes 7. Blueprinting enterprise customer touchpoints 8. Designing and conducting customer research 9. Designing and implementing customer satisfaction / loyalty measurement systems 10. Call center performance metrics and reengineering 11. Strategic project management 12. Seminars on customer-focused BPR and strategic CRM performance measurement
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