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Customer Relationship Management as a Strategic Development Philosophy
Ken Gordon MBA PMP, 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?...
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CRM as a Guiding Strategy
K.Narayana Moorthy, HR Consultant, India, Member Strategic IT capabilities in CRM are:
1. SERVICE MODEL ARCHITECTURE. This provides a structured evaluation of an organization's service capabilit...
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Strategic Customer Relationship Management
john 18, Consultant, Singapore, Member Strategic IT (SIT) is an encompassing fact since the dawn of time. Technology enables new tools that allow for example, 'ease of use' such as possibly...
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Strategic CRM
Ken Gordon MBA PMP, Strategy Consultant, United Kingdom, Premium Member Thanks John and Narayana; a philosophy of strategic CRM potentially brings significant benefits to the implementation of the strategic vision within t...
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Customer Relationship Management Isn't Software
Cockburn, Manager, United Kingdom, Member Customer Relationship Management is all too often only thought of in software terms. It is, and should be portrayed as, a guiding philosophy which aid...
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