Customer Relationship Management takes Sales Force Automation a step further. The growth of the Internet as a medium for commerce creates a terrific opportunity and daunting changes. Yes, there is the opportunity for a new world-wide customer base. However, your best customers may also be in someone's new target group. Customers have more choices. Are you doing enough today to earn their loyalty? How well do you bring a customer focus to all business activities and target customers in a more individualized manner? Ideally, with sound internal processes and by automating customer-facing functions, you set up a closed-loop feedback system to effectively leverage information across the enterprise.

Opportunity		Forecast and manage sales pipeline Empower teams Manage relationships and opportunities Share customer and prospect information across enterprise Integrate sales and marketing Bring a customer focus to all business activities One-to-one marketing Leverage information across company Utilize customer segments and profiles to target prospects Establish or improve retention program Expand cross-selling opportunities Campaign management
Process		Get executive commitment Flowchart sales process Establish process for involving potential system users Determine information requirements Determine reporting needs Establish data sources Phase approach Pilot test Train users and support staff Continue training and support over life of the system
Tools		Reporting Remote Office Integration Sales Process Audit Retention Programs Cross-selling Analysis Customer Service Development Database Development Software Selection Implementation Management Training Software Support Programming Loyalty Programs Drip Process Development