"This Toolkit is really good on explaining WHY - and therefore it helps you make decisions, plan your approach, and design your solution, whatever your role might be in a CRM project." - Sarah Chor More Testimonials
As the thinkers have said, you should strive in all situations to know yourself and know your enemy. Most of history's great thinkers, however, were not in business. In business, you have to know your customer and understand how your company interacts with him or her.
The current term for this is customer relationship management (CRM), and The CRM Toolkit is the best ready to use set of documents for managers on the mechanics of CRM. It's a standout in a field that's filled with squishy books that go on at length about how important CRM is, but which lack details.
The CRM Toolkit's quick overview of content:
Limited time only: plus 20 Service Level Management embedding documents
The CRM Toolkit Website retails for $ 199
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How to save $ 35,550.00
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The CRM Toolkit has taken 474 hours to compile,
at a professional rate of $ 75/hour (minimum) your immediate savings are
474 hours * $ 75= $ 35,550.00 |
The CRM Toolkit Website
Customer relationship management has become one of the top priorities for organizations of all sizes. It is a business strategy, which places customers as the central focus of the organization. This toolkit starts at the beginning, with defining the needs for CRM. It helps you to manage business/CRM alignment, provide an introduction to the components of CRM and describe how organizations are successfully implementing CRM strategies to improve revenue, decrease costs while increasing customer satisfaction and loyalty. Key issues include:
- What is customer relationship management?
- What are the key business and technology concepts of CRM?
- How are successful organizations selecting, implementing, and managing CRM solutions?
Unfortunately, creation of an appropriate and focused CRM solution is NOT a trivial task. However, it need not be a daunting experience either!
THE CRM TOOLKIT
This toolkit holds what it takes to run a successful program and project. It contains the tools and key drivers all managers should use to achieve implementation success. Learn what really goes into managing a CRM initiative. The CRM Toolkit is designed to make creation of CRM agreements far more straight forward. It is intended to de-mystify CRM, and enables you to produce a CRM solution with the minimum of fuss. There is absolutely no need to re-invent the wheel! It is supplied primarily in MS-Word, Powerpoint and Excel format and comprises the following components:
SAMPLE CRM IMPLEMENTATION PLANS and ROADMAP
Your blueprints for managing the CRM initiative.
Click here for Sample pages
SERVICE DESCRIPTIONS
Facing economic uncertainty and retrenchment in technology adoption aspirations, executives must ensure the success of product selections. This document outlines the significant issues that can impact such initiatives. This is a complete template for establishing service descriptions. The descriptions of the scope and boundaries of the services the supplier is expected to deliver.
Click here for Sample pages
SERVICE LEVELS (SLAs)
As part of your CRM initiative, you may be licensing new software. The standard software license agreement is written to protect the software vendor, not your enterprise. It is important that you use the same due diligence in negotiation of such software license agreements as you did in determining the software package you want to license. This document focuses on the negotiation of the license agreement and best practices to ensure you have a license agreement you can live with for the life of the software. Key issues include:
- Who should be involved in the negotiation and what process should be followed?
- What are some of the license models being used by software vendors today, and what are the advantages and disadvantages of those license models?
- How can you spot the problem clauses often found in license agreements?
Descriptions of the service levels at which the supplier is expected to perform. Each clause can be accepted 'as is' or edited to reflect a specific need.
Click here for Sample pages
METRICS
More often than not, well meaning executives create CRM strategies based on the insights and opinions of a few "key" individuals. Representing the "brightest and the best", these individuals participate in a dozen or so interviews, expounding their "CRM" issues, insights and observations to a team of stenographer consultants. Well meaning yes, effective and objective, not always. By design, these sessions often lead to generic strategies that address widely held perceptions.
This is a comprehensive checklist / questionnaire to audit and review the needed agreements. It outlines the measurements and intervals by which the supplier's performance will be monitored.
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CONTRACT
A balanced document with standard terms and conditions, which is also flexible enough to withstand the inevitable changes that will occur in technology and in the buyer's marketplace during the length of a contract.
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TRANSITION PLAN
The plan for moving the buyer's work to the supplier's environment in a timely and efficient manner.
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GOVERNANCE PLAN
Often organizations take on projects to improve their customer service solutions. Most of these projects have been done before by someone else, yet the lessons learned in those projects are not easy to come by. In document we bring together the experience of practitioners who have implemented new or improved customer service solutions, ready for you to share its valuable lessons and best practices. Key issues include:
- What are the best practices to implement before starting an implementation of Customer Service solutions?
- What are the hottest items to implement in customer service that bring fast ROI and benefits?
- How will a failing Customer Service implementation be rescued?
The plan by which the ongoing relationship will be managed and problems will be resolved.
Click here for Sample pages
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Limited time only:
The CRM toolkit now includes the following 20 Documents for Service Level Management of CRM systems on top of the 10 documents described above- to enable you to fully embed CRM in your organization:
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Service Level Management Review Document |
This document provides a guideline for reviewing your organisations current maturity level in this process area. It will also highlight areas that are open for improvement, and the format allows for multiple person involvement.
Excel Spreadsheet |
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Service Level Implementation Plan / Project Plan |
This documents provides a skeleton outline for planing and project managing the process implementation.
9-Pages |
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Service Level Management Policies and Guidelines Document |
It is important to set Policies and Guidelines for any CRM process implementation initiative. This document provides the background activities that must be considered when starting this work; this is setting Policy and Guidelines that set the direction for the project.
4-Pages |
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Business and IT Service Mapping |
The first key task during a SLM implementation is to map the current Business Process to the provision of IT Services. This document provides you with a guideline on how to do this and a template to capture the information.
16-Pages
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Communication Plan |
To be successful with a process implementation it is important to have a communication plan in place. This document provides an approach and a selection of information to share as part of your communication campaign.
8-Pages |
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Service Level Management Objectives and Goals |
This document includes a series of objectives and goals for the SLM process along with a skeleton map of the process itself. It also includes a process for instigating and running a Service Improvement Programme.
6-Pages |
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SLM Process Manager Document |
This document outlines the role, responsibility and tasks of the SLM Process Manager. It also includes a brief outline of the necessary skills needed by a SLM Process Manager.
4-Pages |
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Customer Based SLA |
This document is a template for Service Level Agreements at a Customer Level.
8-Pages |
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Service Based SLA |
This document is a template for Service Level Agreements at a Service Level.
8-Pages |
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Multi-Level Based SLA |
This document is a template for Service Level Agreements at a Corporate Level.
8-Pages |
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Underpinning Contracts |
This template provides a structure for agreeing and creating Underpinning Contracts with External Service Providers.
5-Pages |
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Operational Level Agreements |
This template provides a structure for agreeing and creating agreements on services provided by internal departments within the Organisation.
5-Pages |
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Service Catalogue |
The Service Catalogue is a list of Services that the IT Department can or does deliver to its Customers. The following documents form part of the Service Catalogue.
11-Pages |
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Functional Specifications |
Template for the functional specification of the services being provided by the IT department. This would be written in Business English.
10-Pages |
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Technical Specifications |
Template for the technical specifications of the services provided by the IT department. This would be written in Technical English.
9-Pages |
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Price List |
Template or Appendix that can be used to show a break down of the price for the service.
4-Pages |
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Service Level Requirements |
A template and list of questions for gathering the Customers requirements regarding desired services.
8-Pages |
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Reports and KPI targets and additional metrics |
A list of key reports and Key Performance Indicators for the Service Level Management process, plus additional metrics that may need to be considered.
5-Pages |
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SLM PowerPoint Presentation |
During the implementation it is considered best practice to involve all necessary parties. To get significant buy-in across the organisation a number of road shows may need to be conducted. This PowerPoint presentation provides you with 1 hour of slides detailing what Service Level Management is and the benefits to the Organisation and IT Staff alike.
66 slides |
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Business Justification Document |
This template is a business case document that will help you structure a successful document that can be presented to senior management and board members justifying the need for Service Level Management in your organisation.
6-Pages | |
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We are pleased to be able to offer all these elements as part of the highly acclaimed CRM Toolkit.
The CRM Toolkit Website
CUSTOMER SERVICE INFORMATION - Frequently Asked Questions
Ovitz Taylor Gates is committed to quality customer service and satisfaction. For your quick reference, and to facilitate the support process, the most frequently asked questions for Toolkits and Guides are listed below.
Q: What happens after I have purchased the toolkit?
A: Details you provide for payment are processed and we then send you an e-mail with instructions on how to download the product. We don't believe in having machines respond to your request so each transaction is personally handled by one of our staff members.
Q: What happens if I have a question about the product?
A The products are designed to be a logical progression through a particular topic. The Table of Contents document positions each of the components of the product and provides you with a concise overview. There is an e-mail address to contact us, as part of the licence readme.txt file.
Q: Where does the material come from?
A: We directly employ product experts in a variety of topic areas. These staff members have product specific knowledge combined with years of experience.
Q: Why are the prices so cheap? I've seen other comparable products at more than double the prices.
A: Online product sales is one of our revenue streams. We simply believe the pricing point we have selected represents good value. Good value ensures repeat business.
Q: I downloaded the product, but I can't seem to open it. What do I do?
Q: I do not have MS Office, what to do?
A:With the help of these converters and viewers from the Office Download Center, you can share your Microsoft Office files with people who have versions of Office programs different from your own, or even with people who don't have Office at all.
http://www.microsoft.com/office/000/viewers.asp
Q: How do I download my files?
A: After your payment is processed you will be shown a page that contains the links to the files purchased. Each file will be offered in zip formats. Click on the link and your browser will ask you to save the file. Take note of the file name and the directory where the file will be saved.
At this time your files are on your computer in the directory you have specified. Find the file and double click to start the extraction. Zip files will require a helper application to unzip the files.
Q My ISP/Firewall does not allow exe or zip downloads.
A: If you cannot download an exe or zip file then email service@ovitztaylorgates.com. We will Make arrangements to send you the files via email after you have made your purchase. If you are also prohibited from receiving zip files via email you can order on CD's which will be sent via postal mail .
Q I was not able to download after I completed the payment process.
A: If you were not able to download your order after completing the payment process you can have the files sent via email. You will need the transaction number supplied to you by Ovitz Taylor Gates in our Order Confirmation email you received after placing your order.
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