Today Cerado announced the availability of a white paper that introduces a new framework for analyzing and addressing a number of widespread challenges affecting the area of Customer Relationship Management (CRM).
CRM covers a vast waterfront of topics, including the areas of sales effectiveness, customer service, and marketing management. The white paper provides a primer on these three areas. It discusses the progression of the CRM space, and how different software and solution providers have expanded their offerings over time.
The white paper also includes a self-assessment test and questions that help an organization reflect on their capabilities in the areas of:
- Contact management
- Pipeline management
- Competitive analysis
- Win-loss analysis
- Organizational information sharing
and other business functions that affect the overall customer experience.