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Customer Relationship Management: The Bottom Line to Optimizing Your ROI by Dr. Natalie L. Petouhoff, Dr. Jon Anton

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Manage

In the manage step it is important to:

  • Plan the work
  • Work to the plan

This involves creating an integrated master plan and schedule, action items, due dates, and point person(s) with the buy-in from each of the team members. This plan would include software/hardware/process changes. Before the change is going to affect a stakeholder, they need to be notified. As the changes are taking place, it is important to monitor the change process, review the plan, update it, and report progress or roadblocks of plan and solutions.

It is absolutely paramount that service level agreement metrics are not changed on the fly. These changes should be approved only by key stake-holders in the process. This ensures that there is no confusion at the staff ...

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