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

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Questions for Reflection

These questions will help you build a plan for how you'll get started moving your company's CRM program forward. These and other questions for reflection in subsequent chapters are included in the Company Self Assessment in Appendix C.

1:What is your company's value discipline focus? (Remember, the three disciplines are operational excellence, product leadership, and customer intimacy.)
2:How do you assess your performance in your primary discipline compared to your competition's performance?
3:How do you assess your performance in the other two disciplines compared to your competition's performance?
4:Which of these Internet-caused changes shown in Table 1-1 have had the biggest impact on your customers? Your company?

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