Customer Relationship Management as a Strategic Development Philosophy

Customer Relationship Management
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Best Practices
Ken Gordon
Strategy Consultant, United Kingdom

Customer Relationship Management as a Strategic Development Philosophy

Customer Relationship Management is a term that not only describes a set of software tools bundled into a 'CRM' application but, is also becoming a guiding philosophy in the development of the strategic IT capabilities of an organisation.
As marketing channels become more digitised and diversified, capturing and making use of customer insights will become more complex as developments continue.
These insights may well be the deciding differentiator in the competitive market place as will the ability and agility of the organisation in reacting to these insights.
Can a philosophy such as CRM become a guiding strategy in its own right; where tactics are informed by the discoveries made?

  john 18
Consultant, Singapore
 

Customer Relationship Management is not Just About IT

According to the glossary term from CIM-UK, Customer Relationship Management is the coherent management of contracts and interactions with customers. The term is often used as if it related purely to the use of IT, but IT should in fact be regarded as a facilitator of CRM.
How rightly I agree!

  K.Narayana Moorthy
HR Consultant, India
 

CRM as a Guiding Strategy

Strategic IT capabilities in CRM are: 1. SERVICE MODEL ARCHITECTURE. This provides a structured evaluation of an organi...

  K.Narayana Moorthy
HR Consultant, India
 

Strategic CRM: Customer Feedback and Management Responsibilities

Collecting customer's feedback and insights can be achieved in several ways: - Feedback analysis and reporting feedback...

  john 18
Consultant, Singapore
 

Strategic Customer Relationship Management

Strategic IT (SIT) is an encompassing fact since the dawn of time. Technology enables new tools that allow for example, ...

  Ken Gordon
Strategy Consultant, United Kingdom
 

Strategic CRM

Thanks John and Narayana; a philosophy of strategic CRM potentially brings significant benefits to the implementation of...

  Cockburn
Manager, United Kingdom
 

Customer Relationship Management Isn't Software

Customer Relationship Management is all too often only thought of in software terms. It is, and should be portrayed as, ...

 

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Forum
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CRM in a Monopoly Situation
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Tool to assess CRM maturity?
Customer Relationship Management History
CRM in Government
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What is the Impact of CRM on Organizational Performance?
Theories of Customer Relationship Management (CRM)
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👀Customer Relationship Management as a Strategic Development Philosophy
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