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If a sufficient number of management layers are superimposed on top of each other, it can be assured that disaster is not left to chance.

Norman Ralph Augustine

Customer Relationship Management

Concept Briefing:

Customer Relationship Management - CRM is a business system that enables organizations to better serve their customers through the introduction of reliable processes and procedures for interacting with those customers.

In today's competitive business environment, a successful CRM strategy cannot be implemented by only installing and integrating a software package designed to support CRM processes. A holistic approach to CRM is vital for an effective and efficient CRM policy. This approach includes training of employees, a modification of business processes based on customers' needs and an adoption of relevant IT-systems (including soft- and maybe hardware) and/or usage of IT-Services that enable the organization or company to follow its CRM strategy. CRM-Services can even replace the acquisition of additional hardware or CRM software-licences.

24 Jan 2007 08:37:21

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