Executive Summary (This is a document excerpt)

We surveyed 74 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to nine customer strategy best practices for customer relationship management (CRM). Fully 25% of those surveyed evaluate their use of customer strategy best practices as poor/below average. One-third believes their ability to define what they want to accomplish and have it clearly understood by all staff that interact with customers to be substandard. Delivering an extraordinary customer experience starts with a careful definition of how you want to differentiate your organization in the minds of buyers. How well does your organization stack up? Compare your organization to customer strategy for CRM best practices, pinpoint the best opportunities for quick wins, and build an action plan to close the gaps.

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