THE GAP
Every serious discipline has a standard. CRM doesn't. Until now.
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✓ Agile |✓ ITIL |✓ ITSM |✓ TOGAF |✓ PMP |✓ CRM — now it does
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Software delivery, service management, architecture, and project management each have a shared framework and a recognized credential. The function closest to your customer had none.
TWO COVERED. ONE WIDE OPEN.
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Foundation
Covered — TOGAF, ITIL
Operations
Covered — Agile, ITSM, PMP
Customer Centricity
No framework covered this
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The CRM CoE Master Framework
Spans all three domains.The only one built around customer centricity.
Choose your starting point
Pick the one that sounds like you.
Corporate
Turn CRM pain into an executable roadmap.
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You need a practical way to assess CRM maturity, align your leaders, and turn scattered CRM work into measurable outcomes. We'll help you build the plan and certify your team.
Practitioner
From CRM execution to transformation leadership.Â
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You're an admin, analyst, architect, or product owner ready for more. Build framework-led capability and earn a credential that proves you can lead a CRM Center of Excellence.
Partner
Make your value easier for customers to trust.Â
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You're an SI or technology provider. Align your services and solutions to a common CRM transformation model and get recognized for it.
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More information coming soon.
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$96B
Global CRM market by 2028
<30%
of CRM projects deliver expected ROI without governance
#1
The first universal CRM CoE standard
People already using it
Every framework starts small. What matters at this stage isn't how many organizations have signed — it's whether the people closest to the work find it useful.
“In my 12+ years in the Salesforce ecosystem, I have never encountered a resource as valuable as the CRM CoE Framework course. It bridges the gap between strategy and execution, providing essential, actionable insights that every CRM team needs to drive real excellence."
Blanca Leon-Carter
Principal Architect, Leading Higher Ed Organization, Salesforce MVP, and Vice President at RAD WomenÂ
“What stands out most about this course is its perfect balance of strategic insight and actionable guidance. It delivers clear guidance on governance models, adoption strategies, and performance metrics—all of which are vital for long-term CRM success. A key takeaway I plan to implement immediately is strengthening our governance processes to ensure they align closely with measurable business outcomes."
Garimalla Venkateswarlu
Sr. Director, Health Insurance - Payor
“This program delivers a powerful framework and practical assessment tools that bridge the gap between ground-level IT and executive strategy. It is the ultimate roadmap for transforming CRM investments into real, measurable business outcomes."
Naren Karthik
Strategy and CRM CoE Director, Health Insurance Payor
20+Â certified practitioners in the founding cohort.
The framework is already in use inside 4 organizations — including health insurance, [industry], [industry], [industry].
 Testimonials reflect individual views and experiences, not endorsements by their employers.
FREE - 5 MINUTES
Where do you stand?
Take this free test and measure your knowledge of the customer relationship management (CRM) ecosystem. You'll see your strengths, your gaps, and the right next step — in a few minutes.
Answer a short set of questions >Â See where you stand >Â Get your next step
Test your knowledge
The framework, published
A Master Framework for the CRM Center of Excellence gives corporate leaders, practitioners, and partners a shared language for CRM maturity, governance, education, and transformation. It's the foundation everything here is built on.
Explore the book
