"This Toolkit is
really good on explaining WHY - and therefore it helps you make
decisions, plan your approach, and design your solution, whatever
your role might be in a CRM project." - Sarah Chor
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As the thinkers have said, you
should strive in all situations to know yourself and know your
enemy. Most of history's great thinkers, however, were not in
business. In business, you have to know your customer and understand
how your company interacts with him or her.
The current term for this is
customer relationship management (CRM), and The CRM
Toolkit is the best ready to use set of documents for managers
on the mechanics of CRM. It's a standout in a field that's filled
with squishy books that go on at length about how important CRM is,
but which lack details.
The CRM Toolkit's quick overview of content:
Limited time only: plus 20 Service Level
Management embedding documents
Ready to buy? Order the CRM
Toolkit today
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How to save
$ 35,550.00
The CRM
Toolkit has taken 474 hours to compile,
at a professional
rate of $ 75/hour (minimum) your immediate savings are
474
hours * $ 75= $
35,550.00
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Toolkit today
Customer relationship management has become one of the top
priorities for organizations of all sizes. It is a business
strategy, which places customers as the central focus of the
organization. This toolkit starts at the beginning, with defining
the needs for CRM. It helps you to manage business/CRM
alignment, provide an introduction to the components of
CRM and describe how organizations are successfully implementing CRM
strategies to improve revenue, decrease costs while increasing
customer satisfaction and loyalty. Key issues include:
- What is customer relationship management?
- What are the key business and technology concepts of CRM?
- How are successful organizations selecting, implementing, and
managing CRM solutions?
Unfortunately, creation of an appropriate and focused CRM
solution is NOT a trivial task. However, it need not be a daunting
experience either!
THE CRM
TOOLKIT
 This
toolkit holds what it takes to run a successful program and
project. It contains the tools and key drivers all managers should
use to achieve implementation success. Learn what really goes
into managing a CRM initiative. The CRM Toolkit is designed to make
creation of CRM agreements far more straight forward. It is intended
to de-mystify CRM, and enables you to produce a CRM solution with
the minimum of fuss. There is absolutely no need to re-invent the
wheel! It is supplied primarily in MS-Word, Powerpoint and
Excel format and comprises the following
components:
SAMPLE CRM IMPLEMENTATION PLANS
and ROADMAP
Your blueprints for managing the CRM
initiative.
Click here for Sample
pages
SERVICE
DESCRIPTIONS
Facing
economic uncertainty and retrenchment in technology adoption
aspirations, executives must ensure the success of product
selections. This document outlines the significant issues that can
impact such initiatives. This is a complete template
for establishing service descriptions. The descriptions of the
scope and boundaries of the services the supplier is expected to
deliver.
Click here for Sample pages
SERVICE LEVELS
(SLAs)
As part of your CRM initiative, you may be licensing
new software. The standard software license agreement is written
to protect the software vendor, not your enterprise. It is
important that you use the same due diligence in negotiation of
such software license agreements as you did in determining the
software package you want to license. This document focuses on the
negotiation of the license agreement and best practices to ensure
you have a license agreement you can live with for the life of the
software. Key issues include:
- Who should be involved in the negotiation and
what process should be followed?
- What are some of the license models being used
by software vendors today, and what are the advantages and
disadvantages of those license models?
- How can you spot the problem clauses often
found in license agreements?
Descriptions of the service levels at which the
supplier is expected to perform. Each clause can be accepted 'as
is' or edited to reflect a specific need.
Click here for Sample
pages
METRICS
More often than
not, well meaning executives create CRM strategies based on the
insights and opinions of a few "key" individuals. Representing the
"brightest and the best", these individuals participate in a dozen
or so interviews, expounding their "CRM" issues, insights and
observations to a team of stenographer consultants. Well meaning
yes, effective and objective, not always. By design, these
sessions often lead to generic strategies that address widely held
perceptions.
This is a comprehensive checklist / questionnaire
to audit and review the needed agreements. It outlines the
measurements and intervals by which the supplier's performance
will be monitored.
Click here for Sample pages
CONTRACT
A balanced document
with standard terms and conditions, which is also flexible enough
to withstand the inevitable changes that will occur in technology
and in the buyer's marketplace during the length of a
contract.
Click
here for Sample pages
TRANSITION PLAN
The plan for moving the
buyer's work to the supplier's environment in a timely and
efficient manner.
Click here for Sample
pages
GOVERNANCE
PLAN
Often organizations
take on projects to improve their customer service solutions. Most
of these projects have been done before by someone else, yet the
lessons learned in those projects are not easy to come by. In
document we bring together the experience of practitioners who
have implemented new or improved customer service solutions, ready
for you to share its valuable lessons and best practices. Key
issues include:
- What are the best practices to implement before starting an
implementation of Customer Service solutions?
- What are the hottest items to implement in customer service
that bring fast ROI and benefits?
- How will a failing Customer Service implementation be
rescued?
The plan by which the ongoing relationship will be managed and
problems will be resolved.
Click here for Sample
pages
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Limited time only:
The CRM toolkit now includes the following
20 Documents for Service Level Management
of CRM systems on top of the 10 documents described
above- to enable you to fully embed CRM in your
organization:
|
Service Level
Management Review Document |
This document provides a guideline for
reviewing your organisations current maturity level in
this process area. It will also highlight areas that
are open for improvement, and the format allows for
multiple person involvement.
Excel
Spreadsheet |
|
Service Level
Implementation Plan / Project Plan |
This documents provides a skeleton outline for
planing and project managing the process
implementation.
9-Pages |
|
Service Level
Management Policies and Guidelines
Document |
It is important to set Policies and Guidelines
for any CRM process implementation initiative. This
document provides the background activities that must
be considered when starting this work; this is setting
Policy and Guidelines that set the direction for the
project.
4-Pages |
|
Business and
IT Service Mapping |
The first key task during a SLM implementation
is to map the current Business Process to the
provision of IT Services. This document provides you
with a guideline on how to do this and a template to
capture the information.
16-Pages
|
|
Communication
Plan |
To be successful with a process implementation
it is important to have a communication plan in place.
This document provides an approach and a selection of
information to share as part of your communication
campaign.
8-Pages |
|
Service Level
Management Objectives and Goals |
This document includes a series of objectives
and goals for the SLM process along with a skeleton
map of the process itself. It also includes a process
for instigating and running a Service Improvement
Programme.
6-Pages |
|
SLM Process
Manager Document |
This document outlines the role, responsibility
and tasks of the SLM Process Manager. It also includes
a brief outline of the necessary skills needed by a
SLM Process Manager.
4-Pages |
|
Customer Based
SLA |
This document is a template for Service Level
Agreements at a Customer
Level.
8-Pages |
|
Service Based
SLA |
This document is a template for Service Level
Agreements at a Service
Level.
8-Pages |
|
Multi-Level
Based SLA |
This document is a template for Service Level
Agreements at a Corporate
Level.
8-Pages |
|
Underpinning
Contracts |
This template provides a structure for agreeing
and creating Underpinning Contracts with External
Service Providers.
5-Pages |
|
Operational
Level Agreements |
This template provides a structure for agreeing
and creating agreements on services provided by
internal departments within the
Organisation.
5-Pages |
|
Service
Catalogue |
The Service Catalogue is a list of Services
that the IT Department can or does deliver to its
Customers. The following documents form part of the
Service Catalogue.
11-Pages |
|
Functional
Specifications |
Template for the functional specification of
the services being provided by the IT department. This
would be written in Business
English.
10-Pages |
|
Technical
Specifications |
Template for the technical specifications of
the services provided by the IT department. This would
be written in Technical
English.
9-Pages |
|
Price
List |
Template or Appendix that can be used to show a
break down of the price for the service.
4-Pages |
|
Service Level
Requirements |
A template and list of questions for gathering
the Customers requirements regarding desired services.
8-Pages |
|
Reports and
KPI targets and additional metrics |
A list of key reports and Key Performance
Indicators for the Service Level Management process,
plus additional metrics that may need to be
considered.
5-Pages |
|
SLM PowerPoint
Presentation |
During the implementation it is considered best
practice to involve all necessary parties. To get
significant buy-in across the organisation a number of
road shows may need to be conducted. This PowerPoint
presentation provides you with 1 hour of slides
detailing what Service Level Management is and the
benefits to the Organisation and IT Staff alike.
66 slides |
|
Business
Justification Document |
This template is a business case document that
will help you structure a successful document that can
be presented to senior management and board members
justifying the need for Service Level Management in
your organisation.
6-Pages | |
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We are pleased to be able to
offer all these elements as part of the highly acclaimed CRM
Toolkit.
To purchase the product and
download for a special price of just $ 199, Ready to buy? Order the CRM
Toolkit today
| 
