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Implementing a CRM Scorecard - Part 1

Overview Measurement is increasingly being looked upon as the "Missing ingredient" in the Customer Relationship Management (CRM) strategies. The enormous failure rate of CRM initiatives - 70% to 90% by most accounts - is forcing many organizations to look beyond the promises of technology and return to a basic tenant of business management - what gets measured gets done. But, to drive CRM performance, not just any measurement system will do. What's needed is a measurement system that specifically links CRM strategy and customer profitability objectives to metrics that drive CRM performance throughout the organization - a CRM Scorecard.

Further White Paper Details
Publisher	SAS Institute	File Format	HTML
Date Published	August 2007	Downloads	1
Format	White Papers
Topics	Strategic Planning

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