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Tying CRM into the service function is a good way to achieve real differentiation and revenue growth, Steve Downton reports.
CRM through service
- Part 1 | Part 2
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Steve Downton: service can be revenue
generating
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Many businesses see implementing customer-focused systems
as a way of leapfrogging the competition and gaining significant
competitive advantage.
But in recent years, a number of companies following this
path have reported disappointing results – principally because
customer relationships processes (traditionally the preserve
of the sales and marketing functions) have not fully permeated
the entire organisation.
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Consultants' Advisory 2005
Copyright © 2005 |
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