Module 3 : Measuring CRM

Introduction Given the importance of CRM to an organisation, it is necessary to monitor the extent to which a high standard of CRM is implemented at each level.   This section will review the characteristics of high quality CRM, before considering the ways in which it can be measured. Characteristics of excellent CRM Consistency: All CRM philosophies, systems and software need to be used on a regular basis across all relevant departments within an organisation.  Otherwise, communica...