Customer Support Services White Papers
CRM 101 - Building a Great Customer Relationship Management Strategy
Overview A CRM strategy means that operations revolve around the customer and involve much more than installing any one application, embracing a new technology, or even committing to one vendor's CRM suite. It sparks new ways of doing business and provides better insight into customer behavior. Superior implementations merge the so-called front-office and back-office operations, giving employees a complete view of the organization's relationship with its customers, and open up internal systems to customers so they can service and sell themselves. CRM strategies require a cultural shift that aligns a company, its employees, and its systems toward customers and away from traditional product- or process-centric models.
| Publisher | AMR Research | File Format | HTML |
|---|---|---|---|
| Date Published | January 2007 | ||
| Format | White Papers | ||
| Topics | |||
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