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Customer Relationship Management as a Strategic Development Philosophy
Ken Gordon, Strategy Consultant, United Kingdom, Premium Member
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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Customer Relationship Management is not Just About IT
john 18, Consultant, Singapore, Member 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!
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Strategic CRM
Ken Gordon, Strategy Consultant, United Kingdom, Premium Member (...)
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