Miller-Heiman, Inc.

Miller Heiman, Inc., headquartered in Reno, Nevada, is a leading developer and provider of strategic sales process solutions for sales professionals around the world. Miller Heiman has pioneered several highly respected sales process programs, which include Strategic Selling(r), Conceptual Selling(r), Large Account Management Process m (LAMP(r)) and Channel Partner Management sm and Manager's Coaching sm. Many large companies, including Lucent Technologies, Enron Energy, Marriott Corporation, Dow Chemical, Pricewaterhouse Coopers, and Wells Fargo have implemented these programs.
More than 500,000 salespeople worldwide have attended Miller Heiman public and private programs. Miller Heiman corporate headquarters, North America, Latin America, and Japan, Korea, China, and Taiwan operations are located in Reno, Nevada, USA. Regional offices are located in Milton Keynes, UK for Europe and the Middle East and in Singapore for Africa, Australia, New Zealand, Hong Kong, and Southeast Asia operations.

Strategic Selling

CRM Guru

Learn more about leading software and services companies to help with your CRM projects. The CRM Gurus are consultants specializing in specific areas of customer relationship management (CRM). They're available to help you answer questions that aren't covered elsewhere on their CRMGuru.com web site. Their website lets you enter your CRM question and direct it to a specific Guru, but please first read their specialty areas closely. A question posed to the right guru is much more likely to result in a valuable response.
If you have a basic question about CRM, you will be best served by looking at the specific resources listed in the site or conducting a search of the site first.
Guru.com serves the world's largest CRM community with independent editorial, features, discussion,

Lawson Software

Lawson Software sponsored this CRM Survey in April, 2001. The survey was sent to 25,000 executives from a variety of mid- to large-sized companies. The target audience was "C-level" executives (CEO, COO, CFO, CIO) and top-level marketing, sales and customer service executives. A key finding: 89% stated that Customer Relationship Management is an important issue at their company.

Lawson CRM Survey

CRM Handbook

Although good planning can make or break a CRM initiative, planning involves more than simply drafting a list of action items. A CRM program requires a clear understanding of and commitment to the company's customer focus, vigilant adherence to detailed goals, commitment from both executives and line workers, and a constant awareness of the customer's viewpoint. And it usually all hinges on a crystal-clear business case. Unfortunately, many managers in charge of CRM zero in on the solution before they really get the problem.

The majority of successful CRM projects I've come across have started out as "stovepipe" projects in business units. They begin in a single organization-perhaps marketing-where a visionary manager recognizes the benefits early and enlists the IT organization in developing a standalone CRM system. Once deployed, the system generates efficiencies while delivering value. People in other departments gradually take notice, either because the CRM users tout their success or because the benefits get noticed. Other organizations eventually request access to the CRM system, which gradually grows horizontally with additional functionality, data, and users.

Jill Dyche, "The CRM Handbook - Chapter 7"

FrontRange Solutions

Here's the real-world customer software you've been looking for-GoldMine. The strength of this product is its unparalleled time-to-value: rapid deployment and implementation, ease of use and low-cost maintenance over time. With GoldMine, you get affordable, robust CRM solutions - all the features of an enterprise solution at a favorable price. Additionally, it contains powerful customization and scalability necessary to your organization. GoldMine helps salespeople stay informed about customer issues and delivers revenue opportunities to support personnel, providing a total view of the customer to all business units in your organization. You can rapidly create powerful, target marketing campaigns, automate sales, provide customer self-service and quickly resolve customer issues.

ROI

Customer relationship management (CRM) is still a rather new business strategy. Many enterprises are still in their first generation of CRM solutions, and although it has been rather widely accepted by Type A enterprises, many Type B and Type C enterprises are still debating whether they should undertake such initiatives. The value of having waited is that these late adopters have the benefit of watching those that have gone before to see what works and what doesn't. Gartner has examined hundreds of failed CRM initiatives, and have identified seven key reasons that are the "usual suspects" for failure.
There is no panacea for implementing CRM successfully. There are, however, some common pitfalls that can be avoided. Enterprises that pay attention to these seven reasons for CRM failure and plan accordingly will be well on their way to having world-class CRM strategies, and, as a result, happier and more-profitable customers. Enterprises that don't will become case studies for what not to do with CRM.

Three ways to Generate Quick CRM ROI

Common CRM Software Mistakes

Jeeves: ROI Success Kit

Aberdeen Group

Aberdeen Group is a leading IT market analysis and positioning services firm that helps Information Technology vendors establish leadership in emerging markets. Founded in 1988, we are headquartered in Boston, Massachusetts, and have research and consulting divisions in Palo Alto, California; Fort Collins, Colorado; and Amsterdam, the Netherlands. Aberdeen Group provides IT market intelligence, positioning, and market acceleration services to established and start-up technology companies. We help clients to identify new market opportunities, enter those markets successfully, and accelerate the adoption of new technologies.

CRM That Works