July 2002
Intermediate to advanced
264 pages
8h 28m
English
Content preview from Customer Relationship Management Systems Handbook
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The Evolution of Customer Relations to CRM
23
up-sell or cross-sell products or services, or knowing that a customer uses
several sources of interaction with a supplier can also provide opportunities
to enhance the relationship.
The creation and execution of a successful CRM strategy will depend
on close examination and rationalization of the relationship between an
organization’s vision and business strategy. If the customer is not at the
center of this vision, the vision must be reexamined and altered to the
customer-centric
position, a focal point of CRM and this Handbook. This
fundamental aspect of a CRM strategy needs to be reinforced.
In building ...
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