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Enhancing Enterprise Intelligence: Leveraging ERP, CRM, SCM, PLM, BPM, and BI
book

Enhancing Enterprise Intelligence: Leveraging ERP, CRM, SCM, PLM, BPM, and BI

by Vivek Kale
February 2016
Beginner to intermediate content levelBeginner to intermediate
382 pages
9h 36m
English
Auerbach Publications
Content preview from Enhancing Enterprise Intelligence: Leveraging ERP, CRM, SCM, PLM, BPM, and BI

Chapter 4

Customer-Centric Enterprise with CRM

Customer Relationship Management (CRM) is a holistic approach to identifying, attracting, and retaining customers. CRM deals with creating a customer-centric enterprise. This involves two major aspects: Customer centricity and customer responsiveness. All activities must eventually add value to the customer reflected in their willingness to pay for the products and/or services; nonvalue adding elements should be excised swiftly in Internet-time because customers have numerous other choices. This entails focusing all strategies, plans, and actions on the customer rather than the traditional focus on the products and/or services. As originally proposed by Fred Reichheld: It is a question of transitioning ...

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Publisher Resources

ISBN: 9781498788199