|
Professor Adrian Payne of Cranfield School of Management insists that customer relationship management has a pivotal role to play in unlocking customer value.
A strategic approach to CRM - Part 3 | Part 1| Part 2
IT systems refer to the computer hardware and related software and middleware used by the organisation. IT systems must be able to deliver the information needed on customers now and in the future, and to accomplish other administrative duties. The organisation’s capacity to scale existing systems or plan for the migration to larger systems without disrupting business operations is critical.
Front-office applications are the technologies used to support all those activities that involve direct interface with customers, including salesforce automation and call centre management. These applications are used to increase revenues by improving customer retention and raising sales closure rates.
More...
If you are not registered with the site, please register now to read the rest of this page.
If you are registered, please sign in to read the rest of this page.
International Consultants' Guide 2002
Copyright © 2002 |
 |
| 
Market Overview