Customer Relationship Marketing (CRM) needs to be at the core of your company’s customer strategy. Companies that don’t embrace CRM, or fall behind will risk serious impacts to financial and growth metrics.
Declaring yourself a customer centric company does not make it so. It requires a host of competencies, working in concert across the enterprise, to really take your business from product-centric or channel-driven to truly customer-focused. Over the last 20 years, I....