When implementing customer relationship management (CRM), organizations often lose sight of their customers and focus on efficiency gains instead of looking at the bigger picture from a customer perspective. But organizations that can build a business-centric system flexible enough to quickly respond to changing customer needs will have a sustainable competitive advantage and enjoy profitable growth for years to come.
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places in an instant, reaching almost a billion people. The Internet has dramatically changed the way we live, work, communicate, shop, and consume. It serves as a channel for mail, news, information, entertainment, social networking, financial and commercial transactions, and countless other activities. As the Internet becomes more embedded in everyday and commercial life, organizations can no longer afford to disregard or under- estimate its relevance to business. Those that don''t go online constitute a