Customer Relationship Management as a Strategic Development Philosophy

Customer Relationship Management
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Customer Relationship Management > Best Practices

Ken Gordon, Strategy Consultant, United Kingdom
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? (...) Read more? Sign up for free

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  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 (...)

  K.Narayana Moorthy, HR Consultant, India
 

Strategic CRM: Customer Feedback and Management Responsibilities

Collecting customer's feedback and insights can be (...)

  john 18, Consultant, Singapore
 

Strategic Customer Relationship Management

Strategic IT (SIT) is an encompassing fact since t (...)

  Ken Gordon, Strategy Consultant, United Kingdom
 

Strategic CRM

Thanks John and Narayana; a philosophy of strategi (...)

  Cockburn, Manager, United Kingdom
 

Customer Relationship Management Isn't Software

Customer Relationship Management is all too often (...)

 
More on Customer Relationship Management
Summary
Forum
🔥Relationship Between Employee Retention and Customer Relationship Management
Rethinking Call Centers
Stages of Customer Service Transformation
Best Practices
🥇Framework for Monitoring Customer Service
🥈CRM: What Forms a Strong Customer Relationship?
🥉What is the Impact of CRM on Organizational Performance?
Theories of Customer Relationship Management (CRM)
Why Customer Relationship Management? What Makes CRM Viable?
CRM in University Set Up
Customer Intimacy > WHY?
Social Customer Relationship Management | Social CRM
CRM in a Non-profit Context
Business Relations in Corporate America
The CRM-paradox by Nguyen
CRM in a Monopoly Situation
CRM in Military Organizations?
Customer Relationship Management as a Strategic Development Philosophy
Healthcare CRM Models?
6 Markets Model (Payne, 1995)
CRM Practices in FMCG Sector
Managing Customer Complaints
Relationship with Company or with Employees?
Start CRM with Fixing Fragmented Customer Service Processes
Advanced Customer-Oriented Strategy: Customer Advocacy
An Extreme CRM Case: Front Office
Increasing Student Retention using Higher Education CRM
Six Relationship Management Interaction Processes (Geersbro and Ritter) for International Relations
Customer Relationship Management Metaphor
More CRM Strengths / Benefits
Tool to assess CRM maturity?
Customer Relationship Management History
CRM in Government
Special Interest Group Leader

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