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A Customer - Centric Organization as A

A Customer - Centric Organization as A

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Published by Gaurav Kumar

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Published by: Gaurav Kumar on Jan 28, 2010
Copyright:Attribution Non-commercial


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A Customer - Centric OrganizationAs ASocio -Technical System
CRM is not a product or service“A strategy used to learn more about customers'needs and behaviors in order to develop strongerrelationships with them”It provides an integrated view of a company’scustomers to everyone in the organization.
An overall business strategy that:
enables companies to effectively managerelationships with their customers.
which dictate re-designing of functionalactivities
which drive re-engineering of work processes
which require CRM technology to implementCRM is a "chain reaction"

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