1. Pre-requisites for implementation of CRM Customer focused work practices and organizational-systems Production/Operations Logistics Sales and Distribution Accounts and Finance Human Resource Purchasing After sale service Continuous Re-engineering to focus on Dynamic Customer Environment

2. Re-defining attitudes and performance evaluation criteria for all functions Existing Myths Existing Skill set Training Elevation to new Skill levels Raising the Performance bar Motivation and Incentives New responsibilities and accountability Acceptance of Change Management objectives

5. CRM and Marketing Cross selling Up-Selling Customer retention Behaviour prediction Customer profitability and value modeling Channel optimization Personalization Event based marketing Customer Privacy / Customer Security

6. CRM and Customer Service The Call center and Customer care Call center and Automation Call routing (CTI, IVR, CSR) Outbound/Inbound Web-based Self-service Customer Satisfaction Measurement Call scripting Cyber agents Workforce management Customer service checklist Choose your technologies Optimally Equip CSR’s to win Establish process for Call center staff Develop success metrics Address the issue of Service recovery Train the CSR’s properly Share key learning's Create corporate personality

7. Uses of e-CRM Product Information Customer record maintenance Customer account Customer contact Lead generation Conversations track Activity (CRM) record management

8. Sales Force Automation Sales Process / Activity Management Sales and Territory Management Contact Management Lead Management Configuration support Knowledge Management