Playbooks & Tools

CRM Program Prioritization Tool
Tools January 1, 2026
Use this tool to evaluate CRM projects based on their strategic fit, economic impact, and feasibility.
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CRM Program Strategy Scorecard
Tools January 1, 2026
Use this template to document your CRM program objectives, initiatives, measures, and targets.
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CRM Program Training Course
Tools January 1, 2026
This course has 6 video modules that will help you develop and launch a CRM Program that meets your marketing objectives.
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CRM Project Charter
Tools January 1, 2026
Our CRM Project Charter establishes a clear project scope, decision rights, and executive sponsorship for a CRM project.
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CRM Project Schedule
Tools January 1, 2026
Use this tool to create a work breakdown structure for an upcoming CRM system implementation project.
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CRM Readiness Assessment Tool
Tools January 1, 2026
We created the CRM Readiness Assessment Tool to help you measure your organization's readiness in implementing an enterprise CRM program.
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CRM Requirements Roadmap
Tools January 1, 2026
A tool to help you define Marketing, Sales, Customer Support and Partner Relations functions, map your current process or systems for those functions, and plan for integration with your CRM system over a 1-3 year period.
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CRM Solution Study
Tools January 1, 2026
Our Customer Relationship Management (CRM) Solution Study covers one of the six categories presented in our Sales Enablement Best Practices Report.
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CRM System RFP Template
Tools January 1, 2026
Use this tool to help you design a Request for Proposal (RFP) for a CRM System.
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CRM Vendor Evaluation Matrix
Tools January 1, 2026
We created the CRM Vendor Evaluation Matrix to help you compare potential CRM solutions.
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CRM Vendors Matrix
Tools January 1, 2026
Use this matrix to obtain info about key CRM vendors.
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Customer Advocate Database
Tools January 1, 2026
Use this database to template to track your customer advocates by key information, levels of engagement and referrals.
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Customer Centricity Checklist
Tools January 1, 2026
A checklist with links to tools and best practices for increased focus on customers.
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Customer Engagement Best Practices Report
Tools January 1, 2026
Read this best practices report to learn how Customer Engagement has developed and how to implement Customer Engagement functions within your company.
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Customer Engagement Budget Template
Tools January 1, 2026
Use this budget template to set and track your Customer Engagement budget.
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Customer Engagement Business Case
Tools January 1, 2026
Use our Customer Engagement Business Case to provide senior management with a use case for a Customer Engagement program in your organization.
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Customer Engagement Framework
Tools January 1, 2026
A framework to help you organize your Customer Engagement efforts.
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Customer Engagement Map
Tools January 1, 2026
Use our Customer Engagement Map to follow the buyer’s journey from problem identification to brand advocacy and which technologies work best at each stage of the journey.
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Customer Engagement Maturity Assessment
Tools January 1, 2026
Utilize our Customer Engagement Maturity Assessment to assess your organization's current Customer Engagement capabilities.
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Customer Engagement Metrics Dashboard
Tools January 1, 2026
Use this to define, track and report on your Customer Engagement metrics.
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