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Customer Relationship Management: Getting It Right! by Judith W. Kincaid

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C.1. Organizational Self-Assessment

Start with the company itself. What is your company's primary way of relating to customers? What's your company's Value Discipline?

C.1.1. Company Value Discipline

Table C-1 illustrates some questions that can be used to establish how your company builds and maintains relationships with its customers. What is the primary value that your company offers?

Table C-1. Value Discipline
Assessment Question Response
Operation Excellence Product Leadership Customer Intimacy
What is your company's value discipline focus? (Operational Excellence, Product Leadership, Customer Intimacy) Select your company's value discipline focus.    
How do you assess your performance in your primary discipline compared to your competition? ...

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