White Papers

The S.C.O.P.E. of Customer Relationship Management

• Tags:
• relationships,
• term,
• relationship,
• customer relationship management

Overview Customer relationship management's definition is also its ambition: the development and maintenance of mutually beneficial long-term relationships with strategically significant markets. The focus is on creating value for the Customer and the company over the longer term. Creating, communicating and delivering value to selected customers can only be achieved if the company aligns and co-ordinates its relationships with four other major constituencies: Suppliers, Owners/investors, Employees and Partners. Together, these five constituencies form the S.C.O.P.E. of customer relationship management. Another fundamental of customer relationship management is that the value proposition or offer should be customised to meet or exceed customer expectations. Traditionally, customisation has centred on the product component of the value proposition.

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