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Companies are embracing CRM as a major element of corporate strategy, because current technological applications permit a precise segmentation, profiling and targeting of customers, and the competitive pressures of the markets require a customer-centric corporate culture. The implementation of CRM in “best-in-class” organisation determines a complex restructuring of all organisational elements and processes. Strategic Planning Process is customer-driven and incorporates a rigorous system of goals and performance indicators.
Culture change happens. In some cases, a culture change is precipitated by the implementation of a customer-driven strategic planning process; in other cases, it is the culture change that actually is facilitated by the accomplishment of the customer-driven planning process...
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Common topics in this essay:
- Commitment to Planning: Connecting With Customers, Providing Value to Shareholders, and Remaining Socially Responsible
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