The first step in leading a successful CRM program is to develop a robust customer strategy based on good old-fashioned customer segmentation. Step two is to realign your organization to support this plan. Third, provide the right tools and technology to support your customer strategy and realigned organization. And at every step of the way ask yourself whether customer loyalty could be better promoted by a low- or no-tech solution.
Content: Article
Authors: Crawford Gillies, Darrell K. Rigby, Frederick F. Reichheld
Source: European Business Journal
Subjects: Customer Related, Strategy
Authors: Crawford Gillies, Darrell K. Rigby, Frederick F. Reichheld
Source: European Business Journal
Subjects: Customer Related, Strategy
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