The document appears to be an assessment of an organization's CRM maturity across various success drivers and best practices. It provides the organization's current and goal states for each success driver on a scale of 1 to 5. It also includes descriptions of best practices for each success driver and asks the organization to self-assess its performance for each one on a scale of 1 to 5. The assessment is aimed at identifying recommendations to help the organization improve in areas to better achieve CRM success.
Product is becoming the customer acquisition, retention and expansion channel. As the product becomes the experience channel, companies with a customer-centric approach are starting to adopt product-led-growth strategy.
Our Sales Enablement Maturity Model was designed to help organizations with a roadmap for improving their sales enablement capabilities. The model provides 4 stages of organizational maturity, which are:
Undefined
Progressive
Mature
World-Class
Additionally, it evaluates 8 components of Sales Enablement, as follows:
- Orientation
- Leadership
- Technology/Infrastructure
- Alignment
- Sales Support Tools
- Processes
- Metrics
- Results
To obtain this document, visit us at http://www.demandmetric.com/register
Salesforce Training will cover salesforce development training and salesforce administration training by Keylabs.
http://www.keylabstraining.com/salesforce-online-training-hyderabad-bangalore
Salesforce is a world leader on demand customer relationship management tool. Salesforce.com is also known as Customer Relationship Management (CRM).
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Product is becoming the customer acquisition, retention and expansion channel. As the product becomes the experience channel, companies with a customer-centric approach are starting to adopt product-led-growth strategy.
Our Sales Enablement Maturity Model was designed to help organizations with a roadmap for improving their sales enablement capabilities. The model provides 4 stages of organizational maturity, which are:
Undefined
Progressive
Mature
World-Class
Additionally, it evaluates 8 components of Sales Enablement, as follows:
- Orientation
- Leadership
- Technology/Infrastructure
- Alignment
- Sales Support Tools
- Processes
- Metrics
- Results
To obtain this document, visit us at http://www.demandmetric.com/register
Salesforce Training will cover salesforce development training and salesforce administration training by Keylabs.
http://www.keylabstraining.com/salesforce-online-training-hyderabad-bangalore
Salesforce is a world leader on demand customer relationship management tool. Salesforce.com is also known as Customer Relationship Management (CRM).
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salesforce online training,
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salesforce training institutes in bangalore,
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Open Digital Architecture (ODA) is a blueprint for modular, cloud-based, open digital platforms that can be orchestrated using AI.
Designed to support our industry into the cloud native era, ODA sets the framework required
for CSPs to invest in IT, transforming business agility and operations by creating simpler IT and network solutions that are easier and cheaper to deploy, integrate and upgrade. Enabling growth, profitability and a cutting-edge customer experience.
Contact Center of the Future: Smart, Selective Human Touch in the Digital Ageaccenture
Is your financial firm prepared to deploy a contact center of the future? In this new Accenture Distribution & Marketing presentation, we explore a customer strategy and contact center interaction design framework to address changing customer engagement preferences and technology advancements. Key to this strategy is balancing digital with the human touch. View the presentation to learn more or read our blog series on the topic: https://accntu.re/2vLYkiT
You’ve heard the word “Salesforce” being thrown around by small and big enterprises, but you have no idea if your business needs it? If you’re running a business that’s growing just the way you want it to, you will probably need Salesforce CRM sooner than later. But first things first—learn what Salesforce CRM is, how it works and how you should use it to support your day to day operations.
Read the blog in detail
http://suyati.com/how-salesforce-crm-works-and-uses/
For any information on our Salesforce capabilities, email services@suyati.com.
http://suyati.com/
Salesforce Service Cloud Training | Salesforce Training For Beginners - Servi...Edureka!
This Edureka Salesforce Service Cloud training video for beginners will help you learn Salesforce marketing cloud benefits, what it is, its various features, use case along with service cloud demo. This training video is ideal for beginners to learn Salesforce service cloud.
What is the Marketing?
What is Digital transformation means?
What is Digital Transformation for Marketing?
Understanding Digital Transformation
What are the Benefits of Digital Transformation?
Why is transformation needed now?
The first step towards transformation
The 5-step approach to digital marketing transformation
The value of digital Transformation for Marketing
The exciting implications for marketing transformation in an ever-evolving digital world
How digital transformation can revolutionize marketing
The role of digital transformation in driving customer experience
5 Big Fundamentals of Digital Marketing Transformation
The digital marketing transformation challenge
7 Roadblocks to Digital Marketing Transformation
Your 2019 Digital Marketing Transformation Strategy
Telecommunication Business Process - eTOM FlowsRobert Bratulic
For related eTOM Flows blog: https://modelitics.wordpress.com/2015/07/06/etom-process-flows-not-just-hierarchies
For related eTOM Flows lecture: https://www.youtube.com/watch?v=r62ZjpnjJI0
Salesforce on Salesforce: Building Marketing & Sales AlignmentKevin Baldacci
Ever wondered how Salesforce does sales enablement? Join us for a look behind-the-scenes at how we create, manage, and run internal campaigns designed to empower our sales reps. You will learn first-hand how we handle product launches and see examples of some of our most successful campaigns. This session is great for B2B marketers, enablement, and sales leaders looking for practical ways to improve their sales enablement strategy.
Use this step-by-step planning methodology and set of 20 premium tools and templates to help you develop and launch a successful online community.
To obtain this document, visit us at http://www.demandmetric.com/register
Understanding the Salesforce Architecture: How We Do the Magic We DoSalesforce Developers
Join us for a deep dive into the architecture of the Salesforce1 Platform. We'll explain how multitenancy actually works and how it affects you as a Salesforce customer. By understanding the technology we use and the design principles we adhere to, you'll see how our platform teams manage three major upgrades a year without causing any issues to existing development. We'll cover the performance and security implications around the platform to give you an understanding of how limits have evolved. By the end of the session, you'll have a better grasp of the architecture underpinning Force.com and understand how to get the most out of it.
What Is Salesforce CRM? | Salesforce CRM Tutorial For Beginners | Salesforce ...Edureka!
This Salesforce CRM tutorial will take you through what is Salesforce CRM, benefits of Salesforce CRM, how CRM works, along with Salesforce CRM demo and use case. This Salesforce training slides is ideal for beginners to learn CRM.
Digital Transformation Strategy & Framework | By ex-McKinseyAurelien Domont, MBA
Go to www.slidebooks.com to Download and Reuse Now a Digital Transformation Strategy & Framework in Powerpoint | Created By ex-McKinsey & Deloitte Strategy Consultants.
Our Sales Enablement Plan Playbook is a planning methodology that highlights our premium tool-kit of tools & templates to help you develop a sales enablement plan that increases your win-rate, deal-size and % reps attaining quota.
A Framework for Digital Business TransformationCognizant
By embracing Code Halo thinking and a programmatic approach to business process change, organizations can better engage with customers and deliver mass-customized products and services that drive differentiation and outperformance.
Open Digital Architecture (ODA) is a blueprint for modular, cloud-based, open digital platforms that can be orchestrated using AI.
Designed to support our industry into the cloud native era, ODA sets the framework required
for CSPs to invest in IT, transforming business agility and operations by creating simpler IT and network solutions that are easier and cheaper to deploy, integrate and upgrade. Enabling growth, profitability and a cutting-edge customer experience.
Contact Center of the Future: Smart, Selective Human Touch in the Digital Ageaccenture
Is your financial firm prepared to deploy a contact center of the future? In this new Accenture Distribution & Marketing presentation, we explore a customer strategy and contact center interaction design framework to address changing customer engagement preferences and technology advancements. Key to this strategy is balancing digital with the human touch. View the presentation to learn more or read our blog series on the topic: https://accntu.re/2vLYkiT
You’ve heard the word “Salesforce” being thrown around by small and big enterprises, but you have no idea if your business needs it? If you’re running a business that’s growing just the way you want it to, you will probably need Salesforce CRM sooner than later. But first things first—learn what Salesforce CRM is, how it works and how you should use it to support your day to day operations.
Read the blog in detail
http://suyati.com/how-salesforce-crm-works-and-uses/
For any information on our Salesforce capabilities, email services@suyati.com.
http://suyati.com/
Salesforce Service Cloud Training | Salesforce Training For Beginners - Servi...Edureka!
This Edureka Salesforce Service Cloud training video for beginners will help you learn Salesforce marketing cloud benefits, what it is, its various features, use case along with service cloud demo. This training video is ideal for beginners to learn Salesforce service cloud.
What is the Marketing?
What is Digital transformation means?
What is Digital Transformation for Marketing?
Understanding Digital Transformation
What are the Benefits of Digital Transformation?
Why is transformation needed now?
The first step towards transformation
The 5-step approach to digital marketing transformation
The value of digital Transformation for Marketing
The exciting implications for marketing transformation in an ever-evolving digital world
How digital transformation can revolutionize marketing
The role of digital transformation in driving customer experience
5 Big Fundamentals of Digital Marketing Transformation
The digital marketing transformation challenge
7 Roadblocks to Digital Marketing Transformation
Your 2019 Digital Marketing Transformation Strategy
Telecommunication Business Process - eTOM FlowsRobert Bratulic
For related eTOM Flows blog: https://modelitics.wordpress.com/2015/07/06/etom-process-flows-not-just-hierarchies
For related eTOM Flows lecture: https://www.youtube.com/watch?v=r62ZjpnjJI0
Salesforce on Salesforce: Building Marketing & Sales AlignmentKevin Baldacci
Ever wondered how Salesforce does sales enablement? Join us for a look behind-the-scenes at how we create, manage, and run internal campaigns designed to empower our sales reps. You will learn first-hand how we handle product launches and see examples of some of our most successful campaigns. This session is great for B2B marketers, enablement, and sales leaders looking for practical ways to improve their sales enablement strategy.
Use this step-by-step planning methodology and set of 20 premium tools and templates to help you develop and launch a successful online community.
To obtain this document, visit us at http://www.demandmetric.com/register
Understanding the Salesforce Architecture: How We Do the Magic We DoSalesforce Developers
Join us for a deep dive into the architecture of the Salesforce1 Platform. We'll explain how multitenancy actually works and how it affects you as a Salesforce customer. By understanding the technology we use and the design principles we adhere to, you'll see how our platform teams manage three major upgrades a year without causing any issues to existing development. We'll cover the performance and security implications around the platform to give you an understanding of how limits have evolved. By the end of the session, you'll have a better grasp of the architecture underpinning Force.com and understand how to get the most out of it.
What Is Salesforce CRM? | Salesforce CRM Tutorial For Beginners | Salesforce ...Edureka!
This Salesforce CRM tutorial will take you through what is Salesforce CRM, benefits of Salesforce CRM, how CRM works, along with Salesforce CRM demo and use case. This Salesforce training slides is ideal for beginners to learn CRM.
Digital Transformation Strategy & Framework | By ex-McKinseyAurelien Domont, MBA
Go to www.slidebooks.com to Download and Reuse Now a Digital Transformation Strategy & Framework in Powerpoint | Created By ex-McKinsey & Deloitte Strategy Consultants.
Our Sales Enablement Plan Playbook is a planning methodology that highlights our premium tool-kit of tools & templates to help you develop a sales enablement plan that increases your win-rate, deal-size and % reps attaining quota.
A Framework for Digital Business TransformationCognizant
By embracing Code Halo thinking and a programmatic approach to business process change, organizations can better engage with customers and deliver mass-customized products and services that drive differentiation and outperformance.
Web CRM One 2.0. Super Query (Analysis Indicators, Drill Down on results, Massive activities and assignations), Location Intelligence, Budget management, Active Dashboard , Crystal Reports Integration, Multilanguage support. That's Web CRM One 2.0!
Establishing a Business Process Management Center of Excellence - Impact 2012Prolifics
Speakers: Benny Higdon, Prolifics; Howard Webb, Prolifics
Description: Introducing a new technology in to an enterprise may be fraught with problems. The same is true for Business Process Management (BPM), which are both a technology and a methodology. Establishing a properly staffed and empowered Center of Excellence (CoE) can improve your chances of success. Learn the considerations for setting up a BPM CoE in your organization.
Presentation given at the BPM Executive Day, Bogota, Colombia, December 4, 2012. The presentation outlines the different dimensions of BPM activities an organization should consider when organizing their BPM efforts.
Enable process visbility: The Value Proposition for SAP customers IBM WebSphereIndia
This presentation was given by Joe Kaczmarek, Worldwide Sales Leader, IBM Business Process Management and Operational Decision Managemnt.
It was presented during Impact 2012 in Mumbai on the 1st of June, 2012.
A model produced to summarise the results of an MBA dissertation to answer the research question \'How can organisations exploit the potential of Business Intelligence Systems to improve Business Performance?\'
The Impact of COVID-19 in B2B MarketingDemand Metric
In Q2 2020, we asked marketing leaders at mid-sized B2B companies in the USA abouthow the COVID-19 pandemic has impacted their plans for the year.
Here’s what we found.
In 2018, Return Path and Demand Metric partnered to study the state of email marketing to equip marketers with data and best practices to improve the use of email.
Engagement is the key to getting email into subscriber inboxes. This relationship to deliverability made engagement a logical next candidate for the study. Return Path and Demand Metric partnered again to study engagement and its relationship to email deliverability.
Infographic Vidyard Video Marketing 2018Demand Metric
For far too long, the emphasis on video content marketing has been on production quality; the higher the quality, the more marketing value a video is presumed to have. While quality is certainly an important aspect of video content, producing quality video does not guarantee video content marketing success. Success is very much a function of how well video content and viewing data integrate with the marketing technology stack, and how the sales team leverages the intelligence. In this fifth annual video content marketing report, Demand Metric and Vidyard partnered on research to better understand the use of video for sales and marketing, how performance is being measured, and what impact video is having. This study’s focus is on the use of video in marketing, the maturity indicators such as measuring video content performance, and how video viewing data is integrated with marketing automation platforms (MAP) and customer relationship management (CRM) systems. This report shows what progress, if any, has been made in the fifth year of this study. These study results provide insights and data useful for helping marketers get the highest possible return on their video content investment.
Download the PDF: https://www.demandmetric.com/content/digital-marketing-best-practices-report
It has been said that “All Marketing is Digital Marketing.” And with good reason! In the last decade (or less), the marketing environment has been transformed.
Marketing has moved from an environment in which traditional marketing, brick and mortar storefronts and Digital Marketing options all competed for the time, attention and resources of the marketing department to one in which Digital Marketing reigns supreme – with an occasional nod in the direction of the storefront, or traditional marketing (direct mail, print advertising, etc.)
One of the biggest challenges of Digital Marketing is the speed of which it has taken over the marketing organization, often in an ad hoc, uncoordinated fashion.
Demand Metric’s research has consistently shown that Digital Marketing has a very significant and positive impact on the organizations that are employing it when they do so by following best practices and processes in a coordinated, holistic approach.
In this Best Practices Report on Digital Marketing we will cover the Digital Marketing landscape in five distinct categories - Content Marketing, Social Media Marketing, Mobile Marketing, Video Marketing and Public Relations
Download the PDF: https://www.demandmetric.com/content/content-marketing-solution-study
Our Content Marketing Solution Study presents the insights, landscape and vendors within the content marketing space. Demand Metric defines content marketing as the strategies, processes and software technology that enable marketing departments to automate, measure and improve the performance of marketing strategies, activities and workflows.
These strategies and activities include: Email Marketing, Multi-channel Campaign Management, Inbound/Search Marketing, Landing Pages, Lead Generation, Lead Management, Lead Scoring, Lead Nurturing, Social Marketing, Marketing Resource Management, Event Management, Engagement Marketing and Marketing Analytics.
The three foundation functions of marketing automation systems are – email marketing, campaign management and lead management. While the most advanced and sophisticated marketing automation systems have extending capabilities far beyond this base, these functions are core to a Marketing Automation system.
Download the PDF: https://www.demandmetric.com/content/seo-technology-overview
SEO is no longer just about search.
In fact, SEO, which in its early days focused primarily on keywords
(finding, optimizing, ranking), is now a baseline factor of a broader Internet
Marketing strategy across the Enterprise.
This new SEO-driven market segment that has been called Web
Presence Management (WPM) is based on the reality that keywords no
longer drive search results, but rather optimized content does.
As the SEO market matures, quality measures, such as reputation, trust,
content relevance and author authority, are replacing the old quantity
metrics, such as keyword rankings and link volume.
Advanced SEO solutions now weigh campaign performance metrics
(based on brand building, site traffic and conversion) more heavily than
keyword rankings.
This reality is based on changes in the way customers search, the
increasingly integrated omni-channel marketing environment and,
most notably, changes to Google’s Search Engine Results Page (SERP)
algorithms that favor page content freshness, density and content-rich
media over standard keyword search.
All of this means that Modern Marketing Organizations (MMOs) must
re-evaluate their SEO strategies, processes and campaigns.
In this report we will examine the state of the market, share results from the
SEO Benchmark Study, evaluate the strengths and weaknesses of 15 top
SEO solutions in our vendor landscape to help organizations choose the
best solution for them, highlight the current trends in SEO that will have an
impact on Enterprise SEO initiatives and provide some recommendations
for the way forward as SEO is redefined right before our eyes.
Demand Metric defines Search Engine Optimization Platforms
as those frameworks, tools and technologies that use searchrelated
functionally to secure high visibility and web presence
for brands, products, services and companies through the use
and management of elements, such as keywords, links, content
relevance and social signals tracking.
In its fourth year, this report on video marketing metrics highlights best practices including video hosting to how video viewing integrates with the sales funnel.
Formalizing the Sales Support Function How-To GuideDemand Metric
Executive Summary
At the highest level, the Sales Support function is responsible for ensuring that the Sales & Marketing departments have the tools, resources, and systems they need to achieve current and future sales revenue targets.
Read this brief 2-page guide to learn:
Director of Sales Support Roles & Responsibilities
Action Plan for formalizing the sales support function
Read this report to learn how to assess your current level of effectiveness, and if necessary, hire an experienced Director of Sales Support.Download our Director of Sales Support Job Description to get started!
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
How to Launch a Mobile App Guide How-To GuideDemand Metric
Executive Summary
A mobile app is a software application designed for smartphones, tablets and other mobile devices that has been built on a mobile operating system such as iOS, Android, Blackberry and Windows.
Mobile apps were originally developed for productivity and information retrieval. Today, over 91% of all U.S. citizens have their mobile device within reach 24/7 (Morgan Stanley). The rising use and accessibility of mobile phones has influenced many companies to enter this growing market with new and innovative use cases.
This How-To Guide discusses the benefits of creating a mobile app, things to consider before building a mobile app and an action plan to help you launch your new app.
Read this brief 5-page guide to understand the following:
Benefits of creating a mobile app
Things to consider
Action plan for launching your mobile app
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Getting Started with Agile Marketing How-To GuideDemand Metric
Executive Summary
Agile Marketing is a method for planning and executing a marketing plan borrowed from the world of software development. Instead of long, “waterfall” methods of development that too often result in delayed or out-of date products launching later than planned, the Agile method follows a simple process of build, measure, and learn. Marketers all over the world are adopting this method to the extent that 2013 has been dubbed “the year of Agile Marketing".
This How-To Guide defines why Agile Marketing is important and outlines its key principles and identifies and action plan for getting started.
Read this brief 5-page guide to understand the following:
How to apply agile methods to marketing
Important terminology
How Agile Marketing is currently being used
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Entering the European Market Successfully How-To GuideDemand Metric
Executive Summary
Leaving your domestic comfort zone to operate in another country or even continent requires careful planning. Expanding into new geographical markets is very exciting, but also very nerve-wracking. Any firm considering entering into international business transactions must understand that doing business abroad is not a simple task. It is stimulating and potentially profitable in the long-term but requires much preparation and research prior to the first transaction.
Europe is probably the most heterogeneous continent on our globe, making understanding market potential more challenging than in more homogeneous markets. Because of the European Union, it’s tempting to view Europe as a single market. In reality, you must consider each country as a market, because each country has a different mix of history, culture, language and business etiquette.
This How-To Guide will describe the steps required to successfully expand into the European market.
Read this 7-page guide to understand the following:
Understand market potential
Identify product-market comibinations
Identify a local partner
Launch and start selling
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Driving SEO with Press Releases How-To GuideDemand Metric
This How To Guide will explain how press releases can boost SEO efforts, how to write press releases for SEO, the pros and cons of doing so and conclude with an action plan on using press releases in your SEO efforts.
For decades, press releases were the basic building blocks of a public relations strategy. A company that wanted press coverage would write and issue a press release. The more skilled the company was at media relations, the better this strategy worked. Press releases still serve this purpose, although a new and important use of press releases has evolved as a tool for Search Engine Optimization (SEO).
For companies whose websites are key to revenue generation, the SEO benefits are the primary motivation for writing and issuing press releases. If releases also produce favorable media coverage, that’s viewed as a bonus. The benefits of this SEO strategy result from the links a press release can produce back to the issuer’s website. These links are known as backlinks. The more external, authentic backlinks a website has pointing to it, the higher it ranks on a Search Engine Results Page (SERP). While this strategy is conceptually simple to grasp, executing it effectively requires some insider knowledge of both media relations and SEO.
Read this brief 8-page guide to understand the following:
How press releases boost SEO
Writing press releases for SEO
The pros and cons of a press release SEO strategy
Using press releases in your SEO efforts
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com to make a content request.
Calculating Customer Lifetime Value How-To GuideDemand Metric
Executive Summary
This How-To Guide details the definition of customer lifetime value (CLV), the advantages of calculating CLV and the standard formula for calculating CLV.
Common sense tells us that the longer a customer is in relationship with a company, the more profitable that customer relationship is. However, many companies put the emphasis on new customer acquisition and not enough effort is made to retain existing customers. This is a mistake, because the financial impact of retaining customers is substantial: companies can increase profits by as much as 100% by retaining just 5% more of their customers. For these reasons, CLV is a crucial metric that most organizations overlook mainly because its definition and purpose are not entirely known. Understanding the monetary value each customer represents to your organization can help you budget correctly for your business needs, strategically plan your marketing initiatives and improve long-term relationships with your customer base.
Read this brief 4-page guide to learn about:
Customer Lifetime Value
The advantages of calculating CLV
The standard formula for calculting CLV
Use the Customer Lifetime Value Calculator to get started!
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Lead Scoring: Five Steps to Getting Started How-To GuideDemand Metric
Executive Summary
This How-To Guide will help marketers score leads by showing how to set up a simple lead scoring system and then refine it over time.
Lead scoring applies mathematical formulas to rank potential customers. It is chiefly used to identify prospects that are ready for direct sales contact. Because the calculations are automatic, the scores are consistent, current, and can include more variables than any manual assessment. This saves marketers work, ensures that all qualified leads are sent to sales promptly, and keeps non-qualified leads out of the sales system.
Read this brief 11-page guide to learn about:
The case for lead scoring
Setting up a simple lead scoring system
Refinements to improve results over time
Companies that follow this process will quickly gain immediate benefits from lead scoring and have a solid foundation for future growth.
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com to make a content request.
Executive Summary
Social media are now part of every business and consumer activity, joining telephone, Web, broadcast, and face-to-face interactions as primary communication channels. This means that all marketing, sales, and service organizations should include social media as part of their basic activities. Yet social media are still new enough that many organizations are still struggling to learn how to use them, while others are learning how to use them most effectively.
This How-to-Guide provides an overview of social media applications and emerging best practices for deploying social media at your company.
Read this 9-page guide to learn:
The definition of social customer relationship management (CRM)
The main functions needed for social CRM
The vendor landscape for social CRM
Social CRM best practices
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Executive Summary
This How-To Guide will explain the components of a Marketing Resource Management (MRM) system, provide an action plan for deployment, and conclude with a plan for implementation.
Marketing Resource Management (MRM) systems control the administrative processes that support customer-facing marketing programs. This distinguishes MRM from marketing execution systems that store customer databases and deliver marketing messages through email, Web ads, and other channels. MRM may be sold independently or as a component of comprehensive marketing management systems which also provides execution.
MRM functions fall into two primary clusters. The first involves functions related to company-level marketing management, including program planning, scheduling, budgeting, and cost reporting. The other cluster relates to program management, including task lists, purchasing media and materials, and content creation, approvals, storage, and distribution. Some MRM systems specialize in a few of these functions. Others specialize in additional functions such as customizing content for local offices or dealers or in marketing reporting and analysis. Systems may also be tailored to specific industries or companies of a certain size.
Companies buy MRM systems when their marketing programs become too complicated to run in a less systematic fashion. This, along with the systems’ high cost, originally meant that MRM was used almost exclusively by large marketing organizations with hundreds of marketers in multiple offices. More recently, the growth of digital marketing has meant that even small marketing organizations need to manage many different programs and content versions across multiple channels, and to introduce new versions more quickly. This expanded complexity has rarely been accompanied by a corresponding expansion of staff, adding to the pressure for more efficient operations. At the same time, costs have decreased as MRM capabilities were added to integrated marketing suites and as stand-alone MRM products became available as vendor-hosted services (Software as a Service, or SaaS). The result has been increased use of MRM systems among companies of all sizes.
Read this 7-page guide to learn about:
The components of a Marketing Resource Management (MRM) system
An action plan to deploy an MRM system
How to implement an MRM system
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Welcome to the Program Your Destiny course. In this course, we will be learning the technology of personal transformation, neuroassociative conditioning (NAC) as pioneered by Tony Robbins. NAC is used to deprogram negative neuroassociations that are causing approach avoidance and instead reprogram yourself with positive neuroassociations that lead to being approach automatic. In doing so, you change your destiny, moving towards unlocking the hypersocial self within, the true self free from fear and operating from a place of personal power and love.
1. G
Current Goal
CRM Success Drivers o CRM Maturity Index
State State
a
Senior Management Commitment 4.0 4.5
Customer Centric-Organization 3.2 3.7
Senior
Business Goals & Objectives Alignment 3.0 3.5 Management
Commitment
Enabling 5.0 Customer
Technology Centric-
Customer Satisfaction Management 1.5 2.0 User Adoption Organization
4.0
Enabling
Business Goals
Customer Strategy 3.0 3.5 Technology
User Training &
& Objectives
Alignment
Support 3.0
Knowledge Creation 4.6 5.0
2.0
Data Customer
Management & Satisfaction
Business Intelligence 3.0 3.5 Integration
1.0
Management
CRM Analytics 3.8 4.3 0.0
Process
Maturity & Customer
Documentation Strategy
Campaign Management 3.2 3.7 Level
Performance Measurement 3.5 4.0
Touch Point Knowledge
Integration Creation
Touch Point Integration 4.0 4.5
Performance Business
Process Maturity & Documentation Level 3.0 3.5 Measurement Intelligence
Campaign
CRM Analytics
Management
Data Management & Integration 3.0 3.5
Enabling Technology User Training & Support 3.3 3.8
Enabling Technology User Adoption 3.0 3.5
CRM Maturity Score (out of 100) 67
2. CRM Maturity Assessment
Customize this tool by changing the weighting scale for each assessment category.
Weighting Scale
Business Enabling
Senior Customer- Customer Process Maturity Data Enabling
Goals & Customer Knowledge Business Campaign Performance Touch-Point Technology
Management
Commitment
Centric
Organization
Objectives
Satisfaction
Management
Strategy Creation Intelligence
CRM Analytics
Management Management Integration
& Documentation Management
Level & Integration
User Training
Technology
User Adoption
Total
Alignment & Support
20% 15% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 5% 100%
3. CRM Maturity Assessment - Self Assessment
Rank the organization's compliance with each best practice by assessment category using the drop-down box in the Score column.
Senior Management Commitment
Description of Best Practices Score Notes/Comments
Senior management understand CRM is a business philosophy and complex, long-term strategic initiative and not a technology
implementation. 5
Senior management has committed to providing adequate financial, human, and technical resources to ensure the success of CRM
across the enterprise. 4
Senior management is prepared to enhance current CRM enabling technology and infrastructure to ensure that it is stable, reliable,
and has been incorporated into disaster recovery plans. 3
Senior management have set a clear CRM vision, mandate, objectives, and roadmap with milestones and delivery dates. 4
Senior management is dedicated to improving customer service and support across the enterprise. 4
Customer-Centric Orientation
Description of Best Practices Score Notes/Comments
Customers are strongly focused on by all functional departments within our business. 4
Customer needs drive our business planning, decision-making and strategy. 3
Customer profiles have been developed, documented and distributed to sales, marketing, service and product management
functions. 3
4. Customer profiles have been developed, documented and distributed to sales, marketing, service and product management
functions. 3
Customers that deal with multiple staff and/or departments do not have to repeat information to each department's staff members to
have their issues resolved. 4
Service level agreements have been established with clear escalation protocols. 2
We have solid loyalty/reward/retention programs in place to increase customer retention rates. 3
Business Goals & Objectives Alignment
Description of Best Practices Score Notes/Comments
There is a general trend in our industry to adopt and implement CRM as a business philosophy, discipline and strategy. 5
CRM is a key strategic initiative that has been slated in our business strategic plan. 2
Achieving success through CRM will help to achieve future enterprise goals and objectives. 4
Senior management agrees that CRM is critical for meeting future business goals and objectives. 3
Each functional department has documented clear CRM goals, objectives and deliverables. 1
Senior management clearly understand CRM and how it can benefit the business. 3
5. Customer Satisfaction Management
Description of Best Practices Score Notes/Comments
We have a continuous customer satisfaction survey program that monitors the health of our customer attitudes and relationships. 1
We understand the concept of Net Promoter Score and have implemented NPS to monitor "moment-of-truth" customer satisfaction. 1
We follow up on the results of our customer satisfaction surveys and implement feedback across the business where appropriate. 2
We have a tiered customer support system and effectively escalate and resolve customer issues in a timely manner. 2
Customer Strategy
Description of Best Practices Score Notes/Comments
We have a clearly articulated strategy for how to acquire, grow, retain and value our customers. 4
We believe that all customers are not created equal and should be treated differently. 4
Customers are identified and targeted for differentiated treatment based on behavioral, attitudinal and financial characteristics. 3
We make relationship investment decisions based on the customer's lifetime value. 1
Knowledge Creation
6. Description of Best Practices Score Notes/Comments
The value of transforming data into actionable insights and knowledge is acknowledged and recognized within our company. 5
Insights-based knowledge is applied regularly to drive strategy, improve tactics and to support business decisions 5
Insight-driven action plans are tracked, monitored and evaluated for business impact. 5
We have the internal staff with the skills, competency and expertise to transform data into actionable insights and knowledge. 4
Customer knowledge is shared with key departments and functions to attain a holistic view and understanding of the customer
across the business. 4
Business Intelligence
Description of Best Practices Score Notes/Comments
We have an enterprise business intelligence strategy and framework that is continually maturing and evolving. 3
Our enterprise business intelligence framework provides real/near-real time access to KPI's and information that is reliable and
consistent over time. 3
Our enterprise business intelligence strategy is supported by an integrated architectural framework that enables data governance
and an enabling technology platform that supports the transformation of data into information. 4
Data quality and integrity is the foundation of our enterprise business intelligence strategy; data is governed as to the source,
accuracy, quality, and speed of availability. 2
7. CRM Analytics
Description of Best Practices Score Notes/Comments
We view analytics as a competitive differentiator for our company in our industry. 4
Analytics enables us to better understand the past behavior of customers. 4
Analytics allows us to anticipate the future behavior of our customers. 3
We consistently leverage analytics to target the right customers, at the right time, with the right offer, through the right channel. 4
Campaign Management
Description of Best Practices Score Notes/Comments
We have a robust campaign management methodology and process within the Marketing department to plan, execute, track,
measure, report and analyze marketing campaigns. 3
We use marketing automation technology to efficiently manage our internal customer marketing campaign workflow and processes. 4
Campaigns are continually tested and evaluated across a variety of dimensions including targeting, offer, creative and channel to
determine which contributes the best performance. 3
Results of all marketing campaigns are tracked, measured, reported and analyzed immediately following the conclusion of every
campaign. 4
Key learning's from campaign post analysis are reviewed and changes to marketing plans are implemented. 2
8. Key learning's from campaign post analysis are reviewed and changes to marketing plans are implemented. 2
Performance Measurement
Description of Best Practices Score Notes/Comments
Performance measurement was originally introduced, and is continually championed and promoted, by our senior executive. 3
Performance measurement succeeds when our company's strategic and business performance measures are in alignment with
overall organizational goals. 3
Multi-directional and cross-functional communication consistently takes place within our organization which is crucial for establishing
and maintaining a successful performance measurement framework. 4
We have implemented a disciplined and rigorous performance measurement methodology and system that consistently tracks,
measures and reports business, customer and campaign KPI's. 4
Touch-Point Integration
Description of Best Practices Score Notes/Comments
Touch points are important because customers form perceptions of our company and brand based on their cumulative touch point
experiences. 5
We consistently fulfill our brand value proposition across all touch-points to ensure an exceptional and repeatable customer
experience. 4
All "push" and "pull" customer interactions and touch points are mapped across our business. 4
The customer experience is mapped across all touch points as they move through their lifecycle (suspect, prospect, customer,
advocate). 3
Process Maturity & Documentation Level
9. Description of Best Practices Score Notes/Comments
We have defined and documented repeatable and measureable processes for Sales. 3
We have defined and documented repeatable and measureable processes for Marketing. 3
We have defined and documented repeatable and measureable processes for Customer Service Operations. 3
We have defined and documented repeatable and measureable processes for Product Management. 3
We have defined and documented repeatable and measureable processes for Billing Operations. 3
Clear metrics exist in each functional department to evaluate their performance & productivity. 3
Data Management & Integration
Description of Best Practices Score Notes/Comments
Customer reference data (name/address/city/province/postal code/phone/email) across the enterprise is synchronized, integrated
and safely stored in a central data warehouse. 2
Customer activity data (transactional/behavioral/financial) across the enterprise is synchronized, integrated and safely stored in a
central data warehouse. 4
A unique customer identifier, i.e., customer account #, is used across all enterprise systems and databases. 3
IT/IS has taken responsibility for master data management stewardship across all departments/systems/databases; each functional
department has committed to keep data as clean as possible and free from errors. 2
10. IT/IS has taken responsibility for master data management stewardship across all departments/systems/databases; each functional
department has committed to keep data as clean as possible and free from errors. 2
All key customer interaction groups have direct access to an intuitive graphical user interface and enabling CRM system that
contains a single view of our customer. 4
Enabling Technology User Training & Support
Description of Best Practices Score Notes/Comments
We have allocated budget and resources to CRM enabling technology end-user training & support. 3
There is adequate time for all user groups to be trained well in advance of a planned CRM enabling technology roll out. 3
There are experienced staff in place to provide CRM enabling technology training, support, and administration. 2
Clearly defined job descriptions for CRM staff have been created and all essential positions are filled. 4
There is a clear knowledge transfer plan from the CRM implementation consultants to the front-line managers who will be
responsible for training post-implementation. 4
Our CRM enabling technology vendor/partner has a service level agreement for application support. 4
Enabling Technology User Adoption
Description of Best Practices Score Notes/Comments
Senior management has mandated that end users adopt and use the CRM enabling technology system. 3
User adoption reports are generated and distributed to senior management. 3
11. User adoption reports are generated and distributed to senior management. 3
Post-training job aids and support tools are provided to all CRM enabling technology end users (FAQs, etc.) 2
On-going end user coaching and quality assurance processes are in place and are measurable. 4
12. CRM Maturity Assessment - Recommendations
CRM Success Drivers Scores Recommendations
Senior Management Commitment
Senior management understand CRM is a complex, long-term initiative 5 0
Senior management has committed to provide resources to ensure success 4 0
If you are planning to implement an on-premise solution, consult your CIO to
CRM system is stable, reliable, and has been incorporated into DR plans 3 determine IT requirements.
Senior management have set clear project milestones and delivery dates 4 0
Senior management is dedicated to improving customer service & support 4 0
Customer Centric-Organization
Customers are strongly focused on by all enterprise departments 4 0
Ensure marketing has a seat at the board room table and adequately
Customer needs drive business planning & decision-making 3 represents customer needs & interests.
Use our Customer Profile tool to identify demographics, psychographics, and
Customer Profiles have been distributed to sales & service staff 3 behaviors of key segments.
Customers do not have to repeat information to multiple staff 4 0
Use our Service Level Agreement tool to document your support and issue
Service level agreements have been established with escalation protocols 2 escalation protocols/timeframes.
Develop loyalty programs that reward long term customers and promote
We have solid loyalty/retention programs to increase retention rates 3 referrals.
Business Goals & Objectives Alignment
There is a general trend in your industry to add or improve CRM systems 5 0
Consult your strategic plan to determine if your organizational objectives are
CRM is an initiative that has been slated in your enterprise strategic plan 2 related to CRM programs.
Achieving success with CRM will help to achieve future enterprise goals 4 0
13. Speak with senior leaders to determine which future initiatives they have slated
Senior management agrees that CRM is critical for meeting future goals 3 require CRM functionality.
Interview department heads to identify and document clear goals and
Depts have documented clear goals & deliverables for a CRM system 1 expectations from your CRM program.
Provide whitepapers and case studies to senior executives to ensure they
Senior management understand CRM and how it can benefit the business 3 understand the impact of CRM.
Customer Satisfaction Management
Use our Customer Satisfaction Survey to gauge customer loyalty and identify
We conduct a customer satisfaction survey at least one per year 1 areas for improvement.
Research the "Net Promoter Score" concept and determine how many of your
We understand the Net Promoter Score & 'The Ultimate Question' 1 clients would refer a friend.
Write a follow up report that highlights action items taken based on customer
We follow up on results of customer surveys and implement feedback 2 satisfaction survey results.
Set up a tiered customer support process and measure the number/type of
We have a tiered support system & effectively resolve customer issues 2 tickets that are escalated.
Customer Strategy
Every company has a clearly articulated strategy 4 0
Not all customers are created equal and should be treated differently 4 0
Assess the performance of customer marketing campaigns based on current
Customers are identified & targeted based on key common characteristics 3 targeting criteria
Review and assess the current customer information on which decisions are
Relationship investment decisions are based on the CLV 1 based on richness of offer
Knowledge Creation
Transforming data into insights & knowledge is acknowledged & recognized 5 0
Insights-based knowledge is applied regularly to drive strategy 5 0
Insight-driven action plans are tracked, monitored and evaluated 5 0
We have the internal skill-based competency & expertise 4 0
Customer knowledge is shared with key departments and functions 4 0
Business Intelligence
14. Interview senior management to determine if business intelligence is a priority
Our business intelligence strategy that is continually maturing and evolving 3 in the organization
Assess the current "speed to business" relative to easy access to meaningful &
Our BI framework provides real time access to reliable & consistent info 3 reliable information across the org.
Our BI strategy is supported by an integrated architectural framework 4 0
Interview senior management about their need for accurate and reliable
Data quality & integrity is the foundation of our BI strategy 2 information in a timely manner
CRM Analytics
Analytics is viewed as a competitive differentiator in our industry 4 0
Analytics enables better understanding of the past behaviors of customers 4 0
Address the benefits of having the ability to predict or anticipate future
We deploy analytics to allow us to anticipate customers future behaviors 3 customer behavior
Analytics supports targeting customers, at the right time, offer, & channel 4 0
Campaign Management
Assess current campaign management processes & capabilities for activities,
A robust campaign management methodology & process is implemented 3 tasks, hand-offs and level of effort
Marketing automation technology is used to efficiently 4 0
Consider adopting a test and learn methodology in order to maximize response
Campaigns are tested across a variety of dimensions 3 and optimize marketing spend
Results of all campaigns are tracked, measured and reported 4 0
Key learning's from campaign post analysis are reviewed 2 Adopt a "what get's measured, gets managed" mentality
Performance Measurement
Interview senior management to determine if performance measurement is a
PM was originally introduced is continually championed by Sr. Mgnmt. 3 priority in the organization
Review company's current strategic plan to determine if performance measures
PM succeeds when strategic & business performance measures are aligned 3 are aligned with corporate goals
Multi-directional, cross-functional communication is critical for Successful PM 4 0
Disciplined & rigorous PM methodology is implemented, measured, tracked 4 0
15. Touch Point Integration
Touch points are important because of customers perceptions 5 0
We consistently fulfill our brand value proposition across all touch-points 4 0
All "push" & "pull" customer touch points are mapped across the enterprise 4 0
Perform an audit of all customer touch-points and map them across the
The customer experience is mapped across all touch points 3 customer lifecycle
Process Maturity & Documentation Level
Define your sales process and identify where the CRM system will automate
Processes are documented for Sales 3 workflows.
Define your marketing processes and identify where the CRM system will
Processes are documented for Marketing 3 automate workflows.
Define your customer service processes and identify where the CRM system
Processes are documented for Customer Service 3 will automate workflows.
Define your order taking process and identify where the CRM system will
Processes are documented for Order Management 3 automate workflows.
Define your billing process and identify where the CRM system will automate
Processes are documented for Billing 3 workflows.
Define metrics for performance & productivity for each department and create
Clear metrics exist in each dept to evaluate performance & productivity 3 standard reports in CRM.
Data Management & Integration
Develop a disaster recovery plan for your CRM data by backing up and hosting
Customer information is safely stored in a warehouse or online 2 offsite or online.
Product information is safely stored in a warehouse or online 4 0
Standardize on a unique identifier for all departments to promote easy
We have one unique customer identifier used across all departments 3 information retrieval.
Work with your IT department to create a data management policy and ensure
I/T has taken responsibility for data management across all departments 2 data stays accurate.
The Sales dept has direct access to an order-management interface 4 0
Enabling Technology User Training & Support
Determine the cost of training programs and the staff hours required to set a
Budget and resources have been put aside for end-user training & support 3 clear budget for CRM training.
16. Consider taking a phased approach to training and rolling out the CRM
There is enough time for all groups to be trained well in advance 3 application.
If you haven't already, dedicate a CRM power user or system administrator who
There is staff in place to provide training, support, & system administration 2 will "own" the system.
Job descriptions for Sales Support staff have been created & positions filled 4 0
There is a clear knowledge transfer plan from consultants to managers 4 0
Our CRM system provides a clear service level agreement 4 0
Enabling Technology User Adoption
As user adoption is critical for the success of the application, have senior
Senior management has mandated that end users adopt the system 3 leaders mandate usage.
Create a monthly report to demonstrate what percentage of users are regularly
User Adoption reports are generated and fed back to senior management 3 using the system.
Develop cut-sheets and paper based training documents to reinforce
Post-training job aids and support tools are provided to all end users 2 classroom training on the job.
Coaching and quality assurance processes are in place & are measurable 4 0