The Leader - March/April 2008 - (Page 22)

clieN t r ela tioN sH ip M aNaG e Me Nt: taki NG crM p ro G raMs to tHe Ne xt le v e l FIG. 5 tional design, customer relationship management, portfolio strategy and corporate location strategy. a l i G NiNG cre perforMaNc e Metr ic s B y a udieNce aNd corpora te Goa ls corporate goals corporate executive cre metrics by audience cre senior management cre functional management service provider increase productivity efficient use of capital administrative cost/area area managed/ fte transactions/ tm project value/ pjm properties/fm project cost /sf properties/ tech service call response time component cost/sf Cosima Zimmerman is a Communications Director with CBRE’s Global Corporate Services group in Charlotte, North Carolina. Zimmerman is focused on targeting clients’ organizational communication needs and developing and implementing customized strategies. For more information on this topic, go to CoreNet Global’s Knowledge Center Online Customer Relationship Management http://www2.corenetglobal.org/dotCMS/ kcoAsset?assetInode=2412885 capital commitment by bu (trend/forecast) capital pipeline by roe depreciation forecast business planning partner real estate wants it to be? Are the right skill sets sought after during the screening and hiring process to ensure the appropriate people are brought into the organization? Is there a defined communication process supported by effective analytical tools for that Customer Relationship Manager to perform the job? Is the Customer Relationship Manager supported by an effective and trusted execution team? These questions must be addressed to take the Customer Relationship Manager role to the next level and reach the goal of becoming an effective business unit partner. aBout tHe autHors through a core team of platform consultants, as well as through embedded and project-based resources located all over the world. Ellzey brings 20 years of consulting, communications and management experience to her role. Client Relationship Management at McKesson http://www2.corenetglobal.org/dotCMS/ kcoAsset?assetInode=1022477 Darcy Mackay is Senior Managing Director in CBRE’s Global Client Strategies group, and leads consulting engagements in the areas of corporate strategic planning and location/site selection analysis for both private and public sector clients. She brings a broad base of knowledge to her practice through her work with corporate occupiers as well as with developers, investors and lenders. Creating alignment between business and real estate strategy forms the core of her work with corporate occupiers. Karen Ellzey is the Executive Managing Director of CBRE’s Global Client Strategies group. The team is organized to deliver tailored strategies to corporate real estate organizations As a Consulting Associate for CBRE’s Global Corporate Services group, Julie Johnson is responsible for providing strategy to our integrated accounts. She specializes in real estate outsourcing, organiza- 2 0 0 8 tHe le ade r 22 M arcH / ap r i l http://www2.corenetglobal.org/dotCMS/kcoAsset?assetInode=2412885 http://www2.corenetglobal.org/dotCMS/kcoAsset?assetInode=1022477

Table of Contents Feed for the Digital Edition of The Leader - March/April 2008

The Leader - March/April 2008 Leadership Contents Message from the CEO Real Estate in the News Taking CRM Programs to the Next Level A Commitment to Sustainability GSA’s National 3D-4D-BIM Program Sustainability at ABN-AMRO Getting to the Real Issues in Today’s Competitive Marketplace ManPower Consolidates Real Estate & Project Management with One Provider HP's Renee Leach and Team Como's Robin Harris San Antonio's Mario Hernandez Chicago Workplace, Mid-Atlantic, and Boston The Gold Standard: California Is the State for Innovation Pat Crumley: Education Is a Path to Success Postcards from the Edge Tribune's Stephanie Pater Economic Development in the News A Look Ahead EDP Continues Expansion in Asia-Pacific

The Leader - March/April 2008

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