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Customer Relationship Management to Sustain Competitive Advantage

Overview The diagnostics market was becoming increasingly competitive. With the high speed of technological changes as well as the characteristics of Roche Diabetes Care's (RDC's) customer base, there were few, if any, barriers of entry for RDC's market. It became increasingly clear that in addition to excellent products and services resulting from its world-class research and development efforts, RDC needed to launch key initiatives to continue to meet aggressive financial targets and to sustain long-term competitive advantage. These included RDC's high-value customer initiative, customer segmentation initiative, customer-focused fulfillment initiative and Customer Relationship Management (CRM) initiative. Recognizing ISM, Inc. as experts in CRM, RDC engaged ISM to assist in formulating a CRM strategy for 2001 through 2005.

Further White Paper Details
PublisherISM File FormatPDF
Date PublishedJanuary 2007 Downloads7
FormatCase Studies   
Topics
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