Advocacy In The Customer Focused Enterprise: The Next Generation Of Crm Done Right

Topics:
Business Consulting,
CRM,
Strategic Analysis
Tags:
CRM,
Customer Experience
Source:
IBM

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Overview: Companies ready to move forward with improving their customer experiences have significant challenges ahead of them, but also stand to make significant gains. By employing the CRM Done Right customer experience framework to prioritize resources according to the impact of particular customer interactions, companies can build achievable operational models that create customer advocates. The first step for most organizations will be to take a long and hard look at their current customer bases and customer operations. This paper discusses a new approach to delivering customer experiences and becoming a Customer Focused Enterprises (CFE). The findings and perspectives are based upon the latest IBM customer experience research of customers and CRM decision makers.

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Format: PDF | Size: 478KB | Date: Apr 2006 | Pages: 28

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