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Reviews

“Walton makes customer relationship management (CRM) understandable and actionable.

Start using this book today to build stronger customer relationships and increase revenue.  The answer is simple.”

Brian Halligan
Founder, CEO of HubSpot
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"In a down to earth, accessible, unintimidating, kind of work a day way, Bob makes clear that CRM can help us, and probably any other organization that’s looking to grow through sales and service."

Ari Weinzwieg
Founder, CEO of Zingerman's community of businesses

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Free Resources

Below are all of the worksheets and templates that I refer to in the book.  I encourage you to download these free resources and use them as you read through the book. 

They will really help you to pull all the important information together as you prepare to master the customer lifecycle - enabling you to FIND more prospects, CONVERT more prospects to customers, and KEEP more of the customers you already have.

CRM Business Plan

This business plan template will guide you on your first steps toward improving how you do business.

Contact Organization Worksheet

After you have a basic understanding of the various methods for organizing contacts, it’s time to use this worksheet start organizing your contacts.

CRM Vendor - Evaluation Worksheet

This worksheet will give you the questions to ask and provide you with a system for ranking CRM vendors as you begin the review process.

Ben Franklin T-Chart

Your top CRM Vendor choices may likely be very close in what they offer. Use the Ben Franklin T-Chart to "break the tie".

CRM Implementation Timeline

Use this timeline to ensure you cover all steps needed for a successful implementation and to ensure that you allot enough time to get things done.