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CRM – 6 Steps for Success

CRM-6-Steps-for-Change-1Mark Hollyoake examines what it means to build a successful CRM programme, in this publication you will learn how to make a compelling case for change, manage stakeholders effectively and identify what needs to be done, and when.

  • Create champions
  • Make a case for change
  • Map your customer and user journey
  • Manage stakeholder expectations
  • Determine what’s in it for the stakeholders
  • Identify what people need to do

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Mark Hollyoake

Mark is a co-founder and Director of Customer Attuned Ltd. He is currently studying for his Doctorate at Southampton University, focused on Trust as a dynamic within business to business customer relationships.

His is an expert in B2B Customer Experience and Customer Management. This includes CM strategy development; execution of improvement plans (incl. organisational modelling for customer management); programme design; and partnership & alliance development.