Customer Relationship Management as a Strategic Development Philosophy

Customer Relationship Management
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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 eva... Sign up

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 an... Sign up

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... Sign up

Ken Gordon
Strategy Consultant, United Kingdom

Strategic CRM

Thanks John and Narayana; a philosophy of strategic CRM potentially brings significant benefits to t... Sign up

Michelle 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 shou... Sign up


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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)
Rethinking Call Centers
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?
Stages of Customer Service Transformation
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
Customer Relationship Management History
CRM in Government
Tool to assess CRM maturity?
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Customer Relationship Management
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