CRM done right: executive handbook for realizing the value of CRM

This reference guide is a companion to the series of white papers on "Doing CRM Right," a global CRM study conducted by IBM Business Consulting Services. It provides a top-line view of modern CRM organizational challenges and presents five disciplines that form a CRM done right framework for meeting these challenges.

Within the "Doing CRM Right" series, there is a paper focused on each major geography — Americas, EMEA (Europe, Middle East and Africa) and Asia Pacific. Each paper includes both a global results section with key findings (common across all papers) and a geography-specific section with results pertaining to the specific geography being evaluated. In addition, there is an executive summary white paper which is an abbreviated global summary.

To return to the 2004 Global CRM Study overview page, please click here.