Customer Relationship Management (CRM) Process Playbook

This detailed playbook provides CRM professionals with a structured framework for managing customer relationship management (CRM) processes.
It includes:
– Step-by-Step Process Flow: Outlines essential subprocesses such as Lead Identification, Follow-Up Engagement, and Lead Conversion and Closure, with clear actions, decision points, and error-handling procedures to ensure the effective identification, engagement, and conversion of leads into customers.
– RACI Framework: Clearly defines roles and responsibilities for each task in the CRM process, ensuring that marketing managers, sales representatives, lead analysis teams, and CRM administrators are accountable and involved at every stage.