LaDove Associates -- Downloads

If you want to become a customer centric organization, you first need to make a case for it. This deck lays out a practical approach to building a business case.	Building a Business Case for CRM (.pdf 1.5MB)
What does 20th century psychology have to do with 21st century business strategy? Download the following model to explore how behaviorist theory applies to creating a customer centric organization.	CRM Prioritization Model (.pdf 150KB)
Voice of the Customer (VOC) Best Practices Learn about Voice-of-the-Customer business practices: This report defines, explores the potential benefits, and illustrates a planning methodology for VOC Presents findings from a Best Practices in VOC study Explores some emerging VOC technologies	VOC Best Practices (.pdf 232KB)
Investing for Efficient and Effective Customer Service Achieving efficiency and/or effectiveness in Customer Service both require investments; but investments in different things.	Investing in Customer Service (pdf 95KB)
Key Metrics for Customer Service Customer Service metrics fall into two basic categories, what you measure is dependant on what you are trying to achieve.	Key Metrics for Customer Service (pdf 40KB)
Seven Sins of Technology Selection Many software selection processes make the same common mistakes. Avoid these mistakes, and you will improve your chances for a successful, on-time, and on-budget implantation.	Seven Sins of Technology Selection (pdf 46KB)