CRM in Military Organizations?

Customer Relationship Management
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Hossein Kheiri
Student (MBA)

CRM in Military Organizations?

Hi, is CRM used in military organizations?
If yes, how do they go about it and what's the advantage of using that?


Jaap de Jonge
Editor, Netherlands

CRM in Military Organizations

Yes CRM does exist in the military, but as far as I know not in the meaning of Customer Relationship Management.
Crew resource management or Cockpit Resource Management (CRM) is a set of training procedures for use in environments where human error can have devastating effects. CRM focuses on interpersonal communication, leadership, and decision making in the cockpit of an airliner, and is used primarily for improving air safety. CRM was pioneered by David Beaty, a former Royal Air Force pilot and later a BOAC pilot who wrote a seminal book called "The Human Factor in Aircraft Accidents" in the late 1950s.
Despite the considerable development of electronic aids since then, many of the principles Beaty developed continue to prove their effectiveness until today.


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