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| Professional associations, consultants, and further tools and resources to help shape your CRM decisions. |
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Dave Cook,
CFO.com | US
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| May 01, 2003 |
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Browse the Web Directory
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Further Reading and Research Materials
Accenture: Research and Insights
Subjects include "Toward a Customer Meritocracy," "Innovation and the Customer Connection," and "The Road to CRM Riches."
Braun Consulting: Thought Leadership Articles
Subjects include "CRM's Next Evolution: From Relationships to Value," "Customer Satisfaction vs. Loyalty," and "Multi-Channel CRM."
CFO Research Services and Saugatuck Technology: Mining the Value in CRM Data
CRM data provides a competitive advantage, states this research report, especially by identifying and leveraging relationships with a company's most valuable customers. (Completing a brief form is required.)
CFO Research Services and Saugatuck Technology: Customer-Centric Technology Investments
Although ROI is important, states this research report, CFOs and CIOs now judge nonfinancial metrics such as customer satisfaction to be a more important indicator of investment value. (Completing a brief form is required.)
CRM Measurement Frameworks
An in-depth paper that "reviews the key issues in CRM measurement, offers some attributes for describing and evaluating CRM measurement frameworks, and suggests several implementation approaches."
FDIC: Effective Practices for Selecting a Service Provider
Includes objectives of the selection process, identification of qualified providers, evaluation and selection, and negotiating the contract. Written as a resource for banks, but should be useful in many industries.
FDIC: Managing Technology Providers' Performance Risk Through Service Level Agreements
"Discusses the Service Level Agreement (SLA) as an effective tool for managing the risks associated with technology outsourcing and describes practices for measuring and monitoring service providers' performance. Written as a resource for banks, but should be useful in many industries.
FDIC: Risk Management of Outsourced Technology Services
"This guidance covers four elements of a risk management process: risk assessment, selection of service providers, contract review, and monitoring of service providers. Written as a resource for banks, but should be useful in many industries.
FTC: Emerging Technologies and Consumer Issues
A report on wireless Internet and data technologies and the affect of concerns involving privacy, security, advertising and disclosures, and self-regulatory programs.
FTC: Gramm-Leach-Bliley Act
General guidance for businesses on how to comply with the financial privacy requirements of the Act.
FTC: Getting Noticed
A guide to writing effective financial privacy notices, as required under the Gramm-Leach-Bliley Act.
Inforte: Thought Leadership Articles
Subjects include "Analytics as the Foundation for Customer Value Management," "Customer Profitability: Fulfilling the Promise of CRM in Products" (and in "Financial Services"), and "The Demand Driven Enterprise."
"Lean Supply Chain Management"
This free, 260-page book, subtitled "An Executive's Guide to Performance Improvement," explains how in a sluggish economy, when increased sales are unavailable, companies can make additional profits by cutting costs, decreasing inventories, and generally streamlining supply chain processes. (Completing a brief form is required.)
Peppers and Rogers Group: White Papers
Subjects include "CRM in a Down Economy" and "How to Turn Around Your Stalled CRM Implementation." Free registration required.
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