BREWTON

Step 1) Creating Your Organization's CRM "Strategy Map" - a graphic representation that clearly communicates the critical cause-and-effect relationships of your organization's unique CRM strategy... Step 2) Selecting Strategic CRM Performance Metrics - the 15 to 25 linked metrics that will drive strategic CRM performance. This becomes your organization's strategic CRM Scorecard... Step 4) Selecting and Implementing a Strategic CRM Performance Management Portal - an automated CRM performance measurement and management system. Effective action can only be taken if it is backed by a system that gets the right performance information to the right people at the right time.