The Eight Steps to CRM Success

The steps are:

• Create a customer-centric business strategy.

• Translate your customer-centric strategy into goals and objectives.

• Communicate your goals and objectives to your staff.

• Work with your staff to define your business processes.

• Define clear requirements for technology to implement your processes.

• Plan your process and technology changes to minimize impact on your staff.

• Implement a smart rollout.

• Sell and reinforce the value of the project.

8 Buying process

1. awareness> 2. knowledge> 3. consideration> 4. selection> 5. buying> 6. satisfaction> 7. retention & loyalty> 8. advocacy (referral)