A Master Framework for the CRM Center of Excellence: Introducing universal standards for customer relationship management CoEs - Softcover

Palani, Velu; Havens, Charlie

Softcover

ISBN 13: 9798218521370

Publisher: Velu Palani, 2024

Synopsis

Ready to unlock the full potential of CRM to drive business growth?

In today’s competitive landscape, aligning Customer Relationship Management (CRM) with your business goals is crucial for driving revenue, customer loyalty, and operational efficiency.

A Master Framework for the CRM Center of Excellence provides a step-by-step guide to building and optimizing a CRM CoE that powers tangible business results.

This book, written by industry veterans Velu Palani and Charlie Havens, offers a proven framework for streamlining CRM efforts and achieving long-term success. It fills the gap experienced by enterprise IT and business executives focused on Salesforce CRM platform architecture, data, and delivery management.

With decades of experience in CRM strategy and business transformation, Palani and Havens share insights that help you improve customer satisfaction, increase profitability, and enhance operational efficiency.

Through real-world case studies, you’ll learn how to leverage emerging technologies like generative AI to transform CRM strategies and achieve measurable outcomes that drive business growth.

What you will learn:

• How to create a CRM CoE that drives measurable business outcomes like increased revenue and reduced churn.
• Best practices to optimize CRM functions for maximum cost efficiency and productivity.
• Key principles for managing CRM data and ensuring governance for better decision-making.
• How to integrate AI and emerging technologies to gain a competitive edge and transform your CRM strategy.
• Real-world applications and case studies that guide your CRM CoE development

Take control of your CRM strategy and drive results that matter to your business!

About this title

About the Authors

Velu Palani is a seasoned leader in CRM and digital transformation with over two decades of experience helping organizations unlock the full potential of their Salesforce investments. Currently the Executive Director of Salesforce Platform Services & Center of Excellence (CoE) at Health Care Service Corporation (Blue Cross and Blue Shield of IL, TX, MT, OK, and NM), Velu has spearheaded numerous large-scale CRM implementations, optimizing operations across industries like healthcare and financial services.Since Salesforce's inception, Velu has been an early adopter. He combines deep technical knowledge with strategic insights to create scalable CRM solutions that deliver measurable business outcomes. His passion for advancing CRM Centers of Excellence led to establishing CRMCoE.com, a knowledge-sharing platform that fosters best practices among CRM leaders. A frequent speaker at industry events, Velu is recognized for his expertise in generative AI integration and his ability to guide organizations through the complexities of digital transformation.Velu has collaborated with Charlie Havens for over a decade to build frameworks that ensure CRM CoEs align seamlessly with enterprise objectives. Their shared commitment to standardizing CRM methodologies inspired this book, which offers a practical roadmap for business technology leaders aiming to elevate customer engagement and operational efficiency.

Charlie Havens is an expert in CRM governance, change management, and the strategic execution of Salesforce-driven initiatives. Charlie has played pivotal roles in corporate and nonprofit sectors, including co-founding the Salesforce Platform Strategic Enablement Team at Health Care Service Corporation. His expertise lies in translating complex business needs into actionable IT solutions, particularly for Salesforce Sales Cloud implementations.Charlie's leadership extends to fostering collaborative CRM communities, exemplified by his role in establishing the Chicago Salesforce Partner User Group, which became one of the largest of its kind in the U.S. Known for his practical approach, Charlie champions scalable strategies that empower CRM Centers of Excellence to achieve sustainable success.Over the past decade, Charlie has partnered with Velu Palani to create innovative business technology solutions that address the challenges of CRM CoE leadership. Their collaborative efforts reflect a shared dedication to embedding standardized frameworks and best practices into CRM operations, resulting in this comprehensive guide to transforming CRM Centers of Excellence.

From the Back Cover

UNLOCK THE POWER OF CRM EXCELLENCE
A Master Framework for the CRM Center of Excellence, the indispensable, ultimate guide to transforming your customer relationships into a powerhouse of business growth and customer satisfaction. Whether you're a seasoned CRM practitioner or a business leader, this book provides the blueprint to build and enhance CRM Centers of Excellence (CoEs) that align perfectly with your organization's goals.

Transform your CRM CoE strategy, enhance customer experiences, and drive better business outcomes and long-term profits with a universal framework that can be easily replicated using step-by-step processes to create, manage, and refine a customized CoE. Discover new best practices, learn from real-world cases and the guidance of experts, gain insights into Al integration into CRM, and successfully align your CRM CoE with your mission.

Co-authors Velu Palani and Charlie Havens have collaborated for over a decade, bringing their expertise to corporations and nonprofits. Their combined skills of transforming business needs into IT solutions, particularly for Salesforce, have fostered a partnership grounded in innovation and practical application. This book is born from their shared concern that, without the advantage of common frameworks, standards, and terminology, Centers of Excellence must frequently reinvent themselves within each company, with limited success. Their guidance here marks the culmination of their work together.

"I'm delighted to finally see a thorough guide to setting up and running a CoE. The most effective large organizations I've seen have taken the important step of establishing a CoE to provide the needed support functions. This is your guide."

Andrew Davis, Chief Product Officer of Auto RAB IT and Author of Mastering Salesforce DevOps

"Having lived through the standup of a successful CRM CoE, I wish this book existed when we started. The book codifies many of the techniques that we found successful."

Jim Petrassi, Divisional Senior Vice President & Chief Technology Officer, Healthcare Services Corporation

Edition details

• Publisher: Velu Palani
• Publication date: 2024
• Language: English
• ISBN 13: 9798218521370
• Binding: Paperback
• Number of pages: 168