Superior Customer Relationships: Best Practices of Eastman Kodak Co., Medrad Inc, and Fidelity Investment Services

Topics:
Competitive Strategy,
CRM,
Logistics Planning,
Market Identification,
Motivation,
...
Tags:
Advertising & Promotion,
Software,
Marketing,
Management,
Fidelity Investments,
Enterprise Software,
Eastman Kodak Co.,
Customer Relationship Management (CRM),
Customer Relationship,
Best Practice,
...
Source:
APQC

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Overview: Most organizations in a given marketplace want close customer relationships and pursue these relationships using advanced technologies, refined and aligned processes, and well-trained people. Unfortunately, competitors often wanting the same customers seek them with similar intensity and tactics.

Competition affects industry profitability, and competitive advantage is the main factor that drives organization profitability. By focusing on the competitive superiority of customer relationships, organizations can improve their profitability and strategic advantage. After all, customer relationship management is a competitive strategy, not simply a series of customer-focused initiatives.

This report focuses on developing competitively superior customer relationships, because a primary objective for customer relationship management is achieving competitive advantage.

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Format: PDF | Pages: 13

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