Research

Now seeking funding for specific research projects in CRM best practices:

Research is currently provided through McMaster University DeGroote School of Business. AbbeyWest principal is a doctoral candidate at DeGroote actively researching CRM best practices. Research may be conducted under doctoral supervision and may utilize graduate research personnel to affect the best outcome for the sponsor. Contact at McMaster University with research requests.

Research Projects:

• identify CRM best practices for a given application (i.e. sector, industry, geography, etc.)
• primary and/or secondary research of practices, methods, and/or metrics applied in a population
• synthesis of state-of-the-art practices
• systemization strategies, successes and failures
• customer-centricity and business sustainability relationships

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Executive Seminars

Now offering the following seminars and conference presentations:

• Capability Maturity Model as a path to improved Customer Relationship Management competency
• The role of Customer-Facing and "Hidden" Functional Areas in Customer Relationship Management
• Strategy First, Technology Second - understanding how differing strategic goals demand different supporting infrastructure

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Consulting

Limited engagements available for firms investing in competitive advantage or process improvement:

• firm-specific research culminating in a findings report
  • identify CRM practices employed within and across functional areas
  • identify gaps versus state-of-the-art best practices
  • identify potential sources of return-on-investment
  • identify potential metrics for customer-centric strategies
• executive leadership seminars and consultations
• facilitation services: group moderator, stakeholder consultations*
• assisted balanced scorecard methods for stakeholder-identified factors

* subject to availability

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