| Publisher | AMR Research | ||
|---|---|---|---|
| Format | HTML | Date added | 11 Jan 2007 |
| Topics | Customer Support Services | ||
| Downloads | 186 | ||
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.
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